Investigate and drive support resolution with senior external clients, internal stakeholders, and other Marquee engineering teams. Serve as a 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.
Manage staff rotas, schedules, and vacation planning.
Engage with stakeholders to assess needs and provide monthly reporting.
Ensure the team follows standard processes and monitors performance.
Provide 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 the roadmap for enhancing the Marquee client experience.
Must have a proven record of team leadership in a support environment.
Must have working knowledge and experience with Python or Java, debugging API calls, and 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, pick up issues, solve them, or coordinate the response and follow through to resolution.
An employer pension scheme
25 days holiday plus statutory bank holidays, with the option to carry forward or cash in 5 days each year
Access to YuLife wellness platform, subscription to Meditopia app, premium subscription to Fiit, life coaching and emotional well-being sessions, 24/7 virtual GP access, and an employee assistance programme
Life insurance and income protection
Enhanced maternity and paternity pay
A tech scheme which lets you choose from over 5000 tech products at up to a 12% discount
Free unlimited Udemy account for every employee to support their continuous learning and improvement
Support in obtaining relevant certifications