Customer Support Engineer

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Mirror Web is a fast-growing, Manchester-born scale‑up with headquarters in Austin, Texas. We've earned a global reputation for enabling financial firms to manage risk through cutting‑edge data archiving and supervision solutions. We help organisations meet their compliance needs more efficiently than ever before. Our platform captures, monitors and stores all digital communications—whether it's emails, MS Teams conversations, iMessages, or anything else.

This helps businesses comply with strict regulations and avoid costly fines like the $5 billion issued by the SEC in 2023. Our mission is simple: to allow firms to communicate freely and confidently with the knowledge that all messages will be monitored and flagged in real‑time if noncompliant. Having recently secured significant investment from a U.S. growth equity firm, we're ready for our next phase of rapid expansion in the U.S. market and beyond.

The Support Engineer serves as a critical technical resource with two primary responsibilities: monitoring our web crawling operations and delivering exceptional customer support through our service desk and phone coverage.

Our reputation depends on delivering high‑fidelity, timely web crawls to our customers. The Support Engineer is responsible for:

• Active Monitoring:
  Continuously monitor all active web crawls to ensure optimal performance.
• Launch Management:
  Ensure timely initiation of web and social media crawls according to schedule.
• Quality Assurance:
  Maintain and monitor hourly checks on completed web crawls.
• Issue Resolution:
  Intervene in problematic crawls through methods such as:
  • Adjusting crawl scope and parameters
  • Coordinating with Customer Success Management and external customers
  • Forcing crawls to completion when necessary
  • Providing customer updates via linked tickets for collaborative quality assurance
• Schedule:
  
  Perform this responsibility up to three days per week, with weekend coverage provided on a rotating schedule.

Our helpdesk serves as the primary point of contact for all Mirror Web product‑related issues, supporting both internal and external customers.

• Availability:
  Monday through Friday, 8:00 AM to 5:00 PM.
• Responsibilities:
  Handle inbound customer calls, provide real‑time technical support, and appropriately escalade complex issues.

The Support Engineer will follow established procedures for all tickets, including:

• End‑to‑End Ownership:
  Take full responsibility for tickets from inception through resolution.
• Initial Response:
  Acknowledge and assign tickets promptly upon receipt.
• Effective Triage:
  Identify core issues and determine appropriate resolution paths.
• Strategic Escalation:
  Promptly escalate to relevant teams when needed:
  • Second‑line support specialists
  • Other Mirror Web technical teams
• Customer Communication:
  • Keep customers informed throughout the resolution process.
  • Respond promptly to customer questions and updates.
  • Provide regular status updates within agreed time frames.
• Proactive Management:
  • Monitor open ticket queues.
  • Follow up with other teams for updates when required.
  • Ensure Service Level Agreements for first response and updates are consistently met.
• Direct Resolution:
  Resolve tickets that fall within the engineer's technical expertise.

• AWS Services:
  Proficiency with S3 and EC2, with opportunity for continued learning.
• Linux Administration:
  Ability to:
  • Connect to and navigate server environments.
  • Manage file systems and disk space.
  • Monitor server performance metrics.
  • Handle swap management.
  • Respond effectively to server issues.
• SQL Database
  
  Skills:
  
  Competency with SELECT queries and database lookups, with scope for advancement.

• Basic knowledge of Bash scripting.
• Familiarity with JavaScript.
• Python programming experience.

Mirror Web maintains contractual obligations to perform web crawls 365 days per year, requiring out‑of‑hours coverage with appropriate compensation.

Coverage frequency depends on the number…