Product Support Engineer

Who are you?

We are looking for a Product Support Engineer to join us at DrDoctor. This is a fantastic opportunity for someone to make a significant impact by taking ownership of and enhancing our Product Support function as we continue to scale. You will have the chance to grow and develop within the role, adapting to meet the evolving needs of the business.
You will have proven experience in providing Product support, confidence in taking the initiative to drive improvements in our current support practices, and excellent communication skills to collaborate effectively with multiple teams across the business.

OK, that’s me, but who are DrDoctor?

Take a look at our careers page ([https://drdoctor.teamtailor.com/>) to find out a bit more about our mission, vision, and impact!

But ultimately, we 💚 the NHS and want to help it work better. We radically transform the delivery of health services to make healthcare work for everyone – for patients, doctors, administrative teams and taxpayers.

Tell me more! Who will I be working with?

In this role you really will interact with every part of the business, especially as we grow but first, meet Tabitha who is a key player on our Support team -
“Hi, I'm Tabitha and I've been working for DrDoctor for just under a year. I deal with a wide range of queries from clients and staff. I love that no two days here are the same, I’m always learning and I feel like I'm making a real difference to the NHS!”

What would I be doing day to day?

One of the great things about a scale-up is that every day is different and there is always an opportunity to get involved in something outside of your ‘BAU’!

However, the key things you could expect would include:

• Owning, troubleshooting and resolving technical issues using collaboration, best practices and consistent communication across teams.
• Reproducing product issues to determine the root-cause, identifying workarounds and potential fixes, escalating further where needed.
• Contributing to and maintaining a knowledge base of recurring issues and fixes.
• Performing SQL queries and log analysis.
• Monitoring, triaging and responding to alerts and notifications in the relevant channels.
• Investigating error messages and replaying errors in the queue.
• Demonstrating teamwork, taking responsibility and accountability.
• Driving and leading on enhancements to our support processes.

OK, I’m interested. What experience do I need to have?

Must haves:

• Strong experience of working in a similar support role.
• Problem solving and troubleshooting skills.
• SQL Server and T-SQL skills
• The ability to coordinate and collaborate with other internal teams to help identify, report and resolve product defects.
• A self-starter attitude and a solution oriented approach
• The ability to adapt to new technologies quickly

Bonus points for:

• Exposure to Public Cloud platforms, specifically Microsoft Azure
• Supporting Web based Applications and an understanding of their architecture.
• Ability to debug code and familiarity with debugging tools and practices.
• Knowledge of scripting languages (PowerShell, bash).
• Previous use of logging and monitoring tools such as Splunk, Datadog & Pingdom.
• Leading on support initiatives across multiple teams.
• ITIL experience, specifically around Incident and Knowledge.

We know from research and experience that candidates may not apply if they don’t think they meet 100% of our requirements. If you don’t tick all the boxes but feel you would be a good fit, we would still love to hear from you. We are committed to creating a diverse and inclusive culture!

Just to let you know too, we will need you to have the Right To Work in the UK, and as we work closely with the NHS, if we get to the stage where we make you an offer to join us, we will also need to undertake a DBS check.

We are perfect for each other, what are the next steps?

We don’t wait for roles to close before going through your CV. We will be in touch in a few days to let you know if we think we might be a match.

If your application is successful, we will arrange a time to meet with you for a 30 minute intro call. We’ll tell you more about the role, the team and why you should want to join us.

The next stage would be a more in-depth technical interview with the team which will include competency based questions and a role related task. Following on from this would be a final stage interview focused on our culture, values and ways of working.

We get there are a lot of great roles out there, so we will make sure to get through the rounds as quickly as possible. All we ask is you keep us up to date with your plans.

I can’t wait to get started, what are the perks?

We keep all of our Perks and Benefits updated on our careers page [https://drdoctor.teamtailor.com/> – we like to think there is something for everyone! Let us know if you have any questions regarding them.

As DrDoctor has grown, we are seeing more of our people wanting to socialise in different ways.

Whilst we know that some of us love to go to the pub, we want to make sure we are including a wide variety of activities and events for our teams to enjoy each other's company, we aim to continue creating an open space for anyone and everyone to suggest how they’d like to spend time with their teams.

We love a Summer and Christmas party and regularly organise company/team socials and away days. Over the last 12 months we’ve celebrated Holi Festival, International Women’s Day, Pride, and our 11th Birthday!

Salary banding for this role is: £38,000 - £46,000

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