Support Engineer – Fully Remote

Seventh State is a dynamic and growing technology company committed to providing cutting-edge messaging solutions to our diverse clientele. We pride ourselves on our deep expertise in Rabbit

MQ and our dedication to ensuring the success and stability of our customers' mission-critical systems. We foster a collaborative and innovative work environment where talented individuals can thrive and make a significant impact.

If you are passionate about distributed systems, enjoy tackling complex challenges, and are driven to deliver exceptional customer experiences, Seventh State is the place for you.

We are seeking a highly motivated and technically proficient Support Engineer to join our exceptional team. In this pivotal role, you will be at the forefront of our customer interactions, acting as a trusted advisor and technical expert for clients utilizing Rabbit

MQ. You will play a crucial role in maintaining the health, performance, and reliability of their messaging infrastructure. This is an exciting opportunity to leverage your deep technical skills, hone your problem-solving abilities, and contribute to the success of our valued customers. You will work alongside experienced consultants and engineers, continuously expanding your knowledge and making a tangible difference.

As a Support Engineer, your responsibilities will be multifaceted, encompassing direct customer support, proactive system monitoring, knowledge sharing, and contributions to the broader technical community.

• Prompt and Effective Ticket Resolution: You will diligently monitor and respond to customer support tickets in a timely and professional manner, ensuring clear communication and efficient resolution of their technical inquiries and issues.

• Collaborative Problem Solving via Customer Calls: You will actively participate in scheduled and unscheduled calls with customers to gain a deeper understanding of their challenges, provide real-time guidance, and collaboratively troubleshoot and resolve complex technical problems.

• In-depth Data Analysis and Insight Generation: You will expertly analyse customer-provided information, including configuration details, logs, and usage patterns, to accurately diagnose the root cause of problems, derive insightful conclusions, and provide clear, actionable recommendations for next steps and preventative measures.

• Reliable On-Call Support: You will participate in an on-call rotation to provide critical support outside of regular business hours, including weekends, ensuring continuous 24/7 availability and rapid response for urgent customer issues on a rota based system.

• Proactive System Health Monitoring and Checks: You will conduct routine "mini health checks" on customer Rabbit
  
  MQ installations, proactively identifying potential issues and providing recommendations to optimize performance and stability.

• Dedicated Customer Communication and Proactive Reviews: You will establish and maintain regular communication with customers regarding the overall health of their Rabbit
  
  MQ environments. This includes performing thorough offline reviews of their configurations, analysing logs for anomalies, and understanding their specific use cases to provide tailored advice and best practice recommendations.

• Continuous Learning and Knowledge Enhancement: You will have time to expand your knowledge and stay on top of the latest features, updates, and best practices related to Rabbit
  
  MQ and the surrounding ecosystem of tools and technologies.

• Collaboration and Support for Consulting Team: You will work collaboratively with our Consulting team, providing technical assistance and insights to support their engagements and ensure seamless delivery of solutions to our clients.

• Active Participation in Knowledge Sharing: You will contribute to internal knowledge sharing initiatives by documenting solutions, creating knowledge base articles, and participating in team discussions to elevate the overall technical expertise within the company.

• Content Creation and Community Engagement: You will have the opportunity to develop…