Customer Support Engineer

About Mirror Web

Mirror Web is a fast‑growing, Manchester‑born scale‑up with headquarters in Austin, Texas. We’ve earned a global reputation for enabling financial firms to manage risk through cutting‑edge data archiving and supervision solutions. We help organisations meet their compliance needs more efficiently than ever before. Our platform captures, monitors and stores all digital communications – whether it’s e‑mail, MS Teams conversations, iMessages, or anything else – ensuring businesses comply with strict regulations and avoid costly fines.

The Support Engineer serves as a critical technical TAS resource with two primary responsibilities: monitoring our web crawling operations and delivering exceptional customer support through our service desk and phone coverage.

• Active Monitoring:
  Continuously monitor all active web crawls to ensure optimal performance.
• Launch Management:
  Ensure timely initiation of web and social‑media crawls according to schedule.
• Quality Assurance:
  Maintain hourly checks on completed web crawlsroma.
• Issue Resolution:
  Intervene in problematic crawls through various methods, including adjusting crawl scope and parameters; coordinating with Customer Success Management and external customers; forcing crawls to completion when necessary; providing customer updates via linked tickets for collaborative quality assurance.
• Schedule:
  
  Perform up to three days per week, with weekend coverage on a rotating schedule.

Our helpdesk serves as the primary point of contact for all Mirror Web product‑related issues, supporting both internal and external customers.

• سي Availability:
  Monday‑Friday 8:00 AM – 5:00 PM