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Production Support Engineer



Software Engineering, Product, Customer Service
Posted on Monday, March 11, 2024

About Tide:

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting. Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,600 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany.
Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

What we’re looking for:

Production Support keeps Tide’s production platform running smoothly through proactive monitoring and by providing technical expertise in support of business operations. The team is a 2nd and 3rd line technical support team, and as a Production Support Engineer, you would be working closely with the front line and backend teams and the Agile delivery teams (to name just three of many!). Working to deliver a responsive, efficient and reliable support service to ensure our members have the best experience possible. You’ll investigate production issues, facilitate escalations and suggest workarounds. You’ll ensure software bugs are confirmed before assigning business areas for prioritisation. You’ll find yourself leading escalations and process improvements.

As a Production Support Engineer you’ll be:

  • Owning issues from start to finish; collaborating with technical engineers, third parties and business teams in order to resolve complex problems ensuring issues are understood and owned until their conclusion
  • Investigating problems, working across multiple teams
  • Managing incidents, ensuring process is followed and following up on actions
  • Managing competing priorities in a fast moving and sometimes demanding environment
  • Supporting the constant changes and improvements being driven across the company to develop and improve our services, whilst helping to ensure the continued stability of theplatform
  • Assessing platform performance, alerting teams and making recommendations on potential causes/improvements
  • Reporting data of interest or regular statistic information,along with any analysis as required both internally and to a wider Tide group
  • Supporting the changing demands of the team which may include participation in the out of hours on-call rota (additionally compensated for), ensuring that urgent issues are responded to, escalated and addressed effectively, and in line with policy and process
  • Working with our Operational teams and 3rd party technology partners, maintaining standards and relationships

What makes you a great fit:

  • Excellent spoken and written English skills
  • Any spoken and written German skills would be beneficial
  • You have 2+ years of experience in a production support environment
  • You have spent time in a technical support capacity
  • You are customer focused, everyone is our customer
  • You have worked with service monitoring, alerting processes and tools
  • You are experienced in incident handling either within an ITIL framework or another in-house formally structured method
  • You have an analytical mind and be driven by solving problems, we’re after someone who’s not afraid to get their hands dirty digging into the detail
  • You are used to working with multiple teams across different disciplines in order to get the right outcome
  • You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch
  • You have excellent communication and reporting skills, able to work confidently and effectively with any technical or non-technical teams
  • You are highly organised, self-managed, collaborative and proactive in your approach
  • You are confident in owning issues, until their conclusion

Our Tech Stack (You don’t have to excel in all, but willing to learn them):

  • You have good working experience of
    • RESTful APIs and Web Services
    • RDBMS, specifically MySQL and PostgreSQL, with good SQL skills
    • Troubleshooting backend, web and mobile applications using log data
  • You have some experience working with AWS, preferably in Unix/Linux environments
  • You have worked with Jira and Confluence tools, and be familiar with customer ticketing systems

What you’ll get in return:

  • 25 days paid annual leave
  • 3 paid days off for volunteering or L&D activities
  • Extended maternity and paternity leave covered by the company
  • Personal L&D budget in the amount of 1000 BGN per year
  • Additional health & dental insurance
  • Mental wellbeing platform
  • Fully covered Multisports card
  • Food vouchers
  • Snacks, light food, drinks in the office
  • WFH equipment allowance
  • Flexible working from home
  • Sabbatical Leave
  • Share options

Tidean Ways of Working

Make work, work for you! Tide embraces and supports flexible working arrangements. We are a remote-first business that enables its employees to work remotely from anywhere in their home country. Additionally, Our Working Outside the Office (WOO) policy allows you to work from anywhere in the world, up to 90 days per year per country.

We are remote-first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.