Technical Services Engineer

mParticle by Rokt is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data to insights and insights to action. Built on top of end-to-end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. In January 2025 mParticle merged with Rokt and became mParticle by Rokt. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions, connecting 400 million customers across the world's leading companies.

We are looking for a Technical Services Engineer

Target total compensation ranges from £67,500 - £77,000 including a fixed annual salary of £60,000 - £65,000, an employee equity plan grant, and world-class benefits.

As a Technical Services Engineer, you will work closely with our Customer Success, Professional Services and Engineering teams in providing world-class service to our customers. You will also support our customers' developer and marketing teams as they implement and use mParticle's mobile and web SDKs, work with our platform's various APIs and leverage our multiple integrations.

About the role:

• Collaborate with our Customer Success and Professional Services teams to support our customers via multiple channels as they work with mParticle Platform, its related APIs, SDKs and interfaces.
• Maintain customer satisfaction by ensuring tickets (issues, queries, etc.) are resolved in a timely, accurate and effective manner, escalating them when necessary.
• Communicate customer feedback on our product to the appropriate internal teams to improve user experience, add new features to enhance the product, etc.
• Assist our Engineering teams in raising and fixing bugs, improving the documentation, testing new product features, etc.
• Thrive in a fast-paced environment, managing multiple priorities and tasks simultaneously.
• Efficiently handle escalations and ensure critical issues are resolved promptly.
• Build internal tooling, SOPs and KBs for the customer-facing teams.
• Participate in on-call rotations to provide support coverage as needed.

About you:

• One or both of:
• Hold a 4-year undergraduate degree in computer science/engineering or a related technical discipline (e.g., technical boot camp).
• Have 3+ years of experience developing, implementing or supporting software solutions for businesses in current or past technical roles such as:
• Software engineer.
• QA engineer.
• Technical Implementation/Solution consultant.
• Technical Services/Support engineer.
• Strong problem-solving skills and the ability to handle complex, multi-faceted issues.
• Ability to quickly learn new technologies, quickly grasping the basics and keeping the skills up-to-date.
• Good communication skills in English, both written and verbal.
• Knowledge of at least two of the following programming languages:
• JavaScript.
• Kotlin.
• Swift.
• Java.
• Objective C.
• C#.
• Python.
• Can work during nights.
• Being based in/around London, England (UK), as this is a hybrid role that requires commuting into our office four times a week when not working during nights.
• Willingness to participate in on-call rotations.

Ideal candidate:

• Has a customer service mindset with a focus on delivering exceptional support.
• Is able to prioritize work effectively, deal with escalations and work in a fast-paced environment.
• Collaborates, contributes and cooperates with their team and the wider business to drive good outcomes.
• Has experience with mobile and web SDKs.
• Has used RESTful APIs and/or other integration technologies.
• Is knowledgeable about SQL and familiar with data warehouses, ETL/ELT, etc.

If this sounds like a role you'd enjoy, apply here, and you'll hear from our recruiting team.