Support Engineer

Who We Are

Massive Rocket is a high-growth Braze & Snowflake agency that has made significant strides in connecting digital marketing teams with product and engineering units. Founded just 5 years ago, we have experienced swift growth and are now at a crucial juncture, aspiring to reach $100M in revenue. Our focus is on delivering human experiences at scale, leveraging the latest in web, mobile, cloud, data, and AI technologies. We pride ourselves on innovation and the delivery of cutting-edge digital solutions.

Every role at Massive Rocket is Entrepreneurial - Successful people at Massive Rocket will not only think about their role but understand the roles around them, their goals and contribute to the success and growth of their team, customers and partners.

What We Offer

🚀 Fast-moving environment – you will never stop learning and growing

❤️ Supportive and positive work culture with an emphasis on our values

🌍 International presence – work with team members in Europe, the US, and around the globe

🪐 100% remote forever

🌴 Flexible Vacation Policy

🧗🏼‍♂️ Career progression paths and opportunities for promotion/advancement

🍕 Organised team events and outings

What we’re looking for

Massive Rocket, a global Martech agency specializing in Braze and Snowflake, is looking for a talented Support Engineer to join our growing team. We work with clients across the U.S., U.K., and European Union, delivering cutting-edge marketing technology solutions. In this role, you will be responsible for managing support tickets, ensuring timely resolution within SLAs, administering cloud and business systems, leading incident management, and providing proactive solutions to technical issues. You will also play a key role in maintaining system security, optimizing service performance, and collaborating with cross-functional teams to deliver high-quality support. If you’re passionate about Martech, thrive in a global environment, and are eager to work on innovative projects, we’d love to hear from you.

Responsibilities

Ticket Mastery: Manage support tickets and ensure resolution within established SLAs.

SLA and KPI Master: Ensure compliance with service-level agreements and key performance indicators. Track metrics and improve service delivery efficiency.

Business System Administration: Support Google Business, Atlassian tools, Slack, MS Teams, and other cloud-based tools.

Incident Manager: Lead or participate in incident resolution, including identifying root causes and implementing preventive measures.

Problem Solver: Debug and system resolve issues.

Cloud Admin: Administer AWS services and manage Infrastructure-as-a-Service (IaaS).

Linux Admin: Perform basic Linux system administration, including user management, system updates, and troubleshooting.

Security Champion: Protect the integrity of company systems and company/client data.

Experience

3+ years of experience as a Support Engineer or similar role.

Ticket management: Experience is managing support tickets within established SLAs.

Cloud Proficiency: Familiarity with AWS services with some experience managing IaaS.

Cloud System administration: Experience with supporting Google Business, Atlassian stack, Slack, MS Teams/O365 and other cloud based collaboration tools.

Linux Competency: Basic Linux administration skills

REST Competency: Understanding of REST APIs 

Database Competency: Experience with writing SQL queries

Problem Solving: Strong debugging and problem-solving skills, with a focus on optimizing code for performance and scalability.

Collaboration and Communication: Effective communicator and team player, comfortable working with cross-functional teams to deliver high-quality solutions.

Agency experience: Experience working in an agency setting with clients

English C1 Level: strong communication skills with professional level of proficiency in english

Desired Qualities:

Innovative Problem-Solver: A creative thinker who can efficiently solve complex problems and adapt to new technologies and changing product requirements.

Quality Advocate: Passion for quality and a dedication to understanding the user’s perspective and how it impacts the product's overall experience.

Effective Communicator: Strong interpersonal and communication skills, with the ability to articulate issues, solutions, and concepts to technical and non-technical stakeholders alike.

Leadership Potential: While direct leadership experience is not mandatory, the aptitude to mentor others and lead by example in software engineering practices is highly valued.

During the process, please be ready to provide:

• Valid work visa - Massive Rocket does not provide sponsorship at the moment.

• Proof of identification: ID card, passport, Utility bill (Gas, Water, Electricity)

• 2 references - Name, Relationship, Contact details (Email, Mobile)

• Contractors Only: proof of incorporation and insurance

Note: Please ensure that your qualifications closely match the criteria outlined in the job description. Applications not meeting the specified criteria may not be processed or considered for this position.