L3 Engineering Support Lead

Role: L3 Engineering Support Lead

Must have skills: Java / C++ and Python with AWS knowledge

Location: London

Work from office: 3 days weekly

We are seeking an experiencedL3 Engineering Support Lead

Job Description

Key criteria:

• Must have a proved record of team leadership in a support environment.
• Must have working knowledge and experience with Python and Java/C++, debugging API calls working with UIs.
• Must be willing to execute on support issues while also building out the function and automating resolution of repeat issues.
• Able to dive in and pick up issues and solve them or to coordinate the response and follow to resolution.
• AWS knowledge is an advantage.
• Must be presentable to clients and a clear, empathetic communicator able to talk to clients and stakeholders with confidence up to senior levels.

Responsibilities

• A hands on team lead is required to provide oversight and leadership in several Marquee applications
• Investigate and drive support resolution with senior external clients, internal stakeholders and other Marquee engineering teams. Serve as point of escalation for support issues.
• Troubleshoot and resolve complex technical issues, collaborating with cross-functional teams as needed.
• Manage escalations and incidents directing the team and updating stakeholders. Able to dive in to resolve issues.
• Managing staff rotas schedules and vacation planning
• Strong and confident communicator
• Engage with Stakeholders to assess needs and provide monthly reporting
• Ensure team are following standard processes and monitoring performance.
• Providing mentorship and guidance to junior team members to ensure successful resolution of issues
• Continuously improve processes and systems to increase reliability and reduce risk.
• Influence and suggest improvements on roadmap for enhancing Marquee client experience.