Technical Support Engineer - London
Live shows make us feel good. They're a time to hang with our friends, discover new artists or lose ourselves on a dancefloor. We're on a mission to bring all of this to more fans, more often – and that's where you come in.
We are looking for a Technical Support Engineer to join our Product Team and help provide solutions and support to keep DICE products running smoothly.
At DICE, you'll be part of the company that's redefining live entertainment. It's a place where you can be yourself, influence the culture, and create work that you're proud of.
About the role
As a Technical Support Engineer, you'll be working closely with the Product, Design and Engineering team to support the core business, which includes the Fan Support, Client Success, Field Ops and Account Management teams.
This is a fantastic opportunity for an inquisitive individual who is eager to learn and wants to build a career in technical support and software development.
Our team is global, although our core is based out of our London offices, where we support a hybrid model for both WFH focus time and in-office collaboration. Everyone is just one Google Meet video call or Slack chat away, though, with common work hours centred on the GMT timezone!
You'll be
- Taking ownership of reported customer issues and problems through to resolution.
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Reporting on issues – resolved and unresolved – and tracking technical issue metrics over time.
- An expert in all of DICE's products.
- Predominantly providing support for UK and European Partners, but also East and West Coast when possible.
You are
- Passionate, humble and talented.
- A fan of music and culture.
- A great communicator.
- Actively responsible and a problem solver.
- Up-to-date with technologies and techniques, and you know when to use them.
- A fan of music and culture.
You need
- At least 2 years of experience as a Technical Support Engineer or in a similar role.
- Familiarity with mobile product and design life cycles.
- Experience collaborating in a cross-functional team.
- Excellent problem-solving and communication skills.
- Solid experience with PostgreSQL, MySQL or other database systems.
- Understanding of Unix/Linux environment.
- A passion for high code quality, ownership and craftsmanship.
- Demonstrated understanding of web technologies, client-server communication, and experience with diagnosing and resolving problems involving RESTful APIs and GraphQL.
- Basic experience with monitoring tools like DataDog and Splunk.
- Solid experience writing code in either JavaScript, Swift, Kotlin, Python or Elixir (bonus).
- An active GitHub account/open source contributions (bonus)
About DICE
DICE is based throughout Europe, North America, Australia and India, and is rapidly growing worldwide. We're constantly innovating to bring amazing products to fans, artists, venues and promoters.
We know that having a variety of perspectives makes us a better company – it's why we strongly encourage members of underrepresented communities to apply. Find out how we're creating a more diverse, equitable and inclusive DICE.
Our Benefits
- Unlimited paid holiday
- Monthly DICE credits
- Private health insurance with Vitality with tons of perks
- Workplace pension with Penfold
- Coaching and CBT sessions
- Classpass
- Summer Fridays
- Generous parental package
- Eye Care Vouchers
- Cycle 2 Work
- Workplace nursery scheme
- Season Ticket Loan
We recognise the benefits of hybrid working and want to create the best balance to ensure we can continue working together effectively. For our UK team, we have a hybrid work policy of three days in the office and two days from anywhere. You can chat about your specific team's days and expectations during the interview process.
Application process
Our process usually involves a quick chat on the phone, a task and an interview where you'll meet the people you'll work with. We'll keep you fully informed along the way.
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