Technical Support Engineer

Wrisk is reinventing insurance for today’s digital consumer and helping an outdated industry become relevant again in the process. In the same way that fintech companies have disrupted the traditional banking sector, reimagining financial platforms for a new generation, Wrisk’s founders share a vision for how insurance ought to be: simple, transparent and personal. Bringing together two disparate industries (technology and insurance), they have created an insurance experience like no other, centred squarely around the customer.

The result is Wrisk: flexible insurance that adapts to fit your life. Our mobile-first, frictionless platform lets people interact with their insurance provider with the same ease, speed and transparency they’re already used to having with providers in other sectors. Customers can pay monthly, instantly make changes to their cover and bring all their disclosure, payment and claim information together in a single place.

Now, with some big brand partners, we are bringing our unique customer experience and platform to market to change how insurance is bought, sold and managed.

What we are looking for…

We are seeking a diligent and proactive Support Engineer to join our growing team. Your primary responsibility will be to provide third-level support through our Service Desk ticketing system. You will triage incoming requests, ensuring they are properly categorised and prioritised, and either resolve issues directly or escalate them to the appropriate teams.

The ideal candidate has experience in customer support, a strong technical background, and a passion for problem-solving. You should be comfortable working in a fast-paced environment, managing multiple requests simultaneously, and providing timely and accurate support to ensure a seamless customer experience.

What you’ll do…

• Service Desk Management: Monitor and manage the Service Desk ticketing system, ensuring all incoming requests are logged, categorised, and prioritised appropriately.
• First-Level Support: Provide initial support to resolve technical issues, including troubleshooting and guiding users through solutions.
• Request Triage: Assess the urgency and impact of each request, escalating complex issues to senior engineers or relevant teams as necessary.
• Customer Communication: Maintain clear and professional communication with users, keeping them informed of the status of their requests and ensuring their issues are resolved promptly.
• Documentation: Document solutions and workarounds for common issues, contributing to a knowledge base for both users and support staff.
• Collaboration: Work closely with senior engineers, developers, and other cross-functional teams to ensure that all issues are resolved effectively and efficiently.
• Continuous Improvement: Identify recurring issues and suggest improvements to reduce the number of support requests and enhance the overall user experience.

Requirements

• Experience

• Minimum of 4 years of experience in a technical support role, with a focus on providing first-level support.
• Strong understanding of Service Desk operations and experience using ticketing systems to manage and triage support requests.
• Technical proficiency in troubleshooting software and database issues, with the ability to quickly diagnose and resolve problems.
• Excellent communication skills, with the ability to explain technical concepts clearly and concisely to non-technical users.
• Experience working in a fast-paced environment, managing multiple tasks simultaneously, and prioritising effectively under pressure.
• Strong customer service orientation, with a focus on delivering high-quality support and ensuring user satisfaction.
• Ability to work independently, as well as collaboratively with senior engineers and other teams to resolve complex issues.
• Familiarity with remote support tools and techniques is highly desirable.

Skills Required

• SQL: Strong knowledge of SQL for querying databases to retrieve and analyse data as part of troubleshooting and resolving support requests.
• Service Desk Tools: Experience with Service Desk ticketing systems, such as JIRA Service Desk, Zendesk, Freshdesk, or similar platforms, for managing support requests and triaging issues.
• Database Management: Familiarity with database management systems and the ability to perform basic database administration tasks to support troubleshooting efforts.
• Scripting & Automation: Basic scripting skills (e.g., Python, Bash) to automate routine tasks and streamline support processes, along with proficiency in using API client tooling from scripts or tools like Postman.
• Remote Support Tools: Proficient in using remote support tools and techniques to assist users in diagnosing and resolving issues.
• Technical Documentation: Skilled in creating clear and concise technical documentation, including user guides, FAQs, and troubleshooting procedures.
• Kotlin: Experienced in Kotlin or other JVM based language (with keen attitude to learn Kotlin).

Additional Considerations:

• Experience in driving growth within a scale-up is advantageous.
• Prior experience in the financial/insurance services sector within secure environments, such as PCI, SOC2, or ISO27001 will be a plus