Web Developer – Technical Support Engineer
We are on a mission to transform the art world. As the leading art platform, we empower thousands of galleries, artists and collectors to run and grow their businesses with a suite of inventory, marketing, CRM and website tools. As a mission-driven company, we know it takes a great team to build the future, and we are committed to providing the best structure, resources and quick thinking to help achieve our collective goal. Exciting times lie ahead as we expand into new regions, build new products and create the next generation of tools to help the art world move online—join us!
About the role
As the main point of contact for technical support in our web team, you'll be responsible for ensuring we deliver an incredible level of service and a fast response rate to our clients. Working with our support team to triage and prioritise tickets, you will diagnose issues and develop fixes and patches in our codebase and escalate wider and serious issues to the senior development team. You'll need to clearly communicate fixes with the support team, turning technical jargon into understandable information. You'll be vital in identifying patterns and risks as they emerge, suggesting ways to mitigate them and helping us shape future development work. You'll also work cross-departmentally to develop support processes over time, improving the way we work and our overall efficiency.
With experience across the full stack, you should demonstrate a fantastic aptitude for debugging, diagnosing and troubleshooting website issues with a keen eye for detail. Working in a fast-paced team, you should be lightning quick to spot front-end problems using common developer/debugging tools, and adept at searching and navigating a codebase to seek solutions quickly.
Very good understanding of programming fundamentals, ideally with experience in back-end languages such as Python, PHP, Ruby, MySQL;
Familiarity with issues that impact page load speeds, bandwidth, server load, code legibility, reusability, accessibility, security, SEO.
Excellent time management and prioritisation
Excellent communication skills
The ability to embrace new working practices and methodology;
Problem solving ability with analytical and abstract reasoning skills
Highly beneficial, but not essential:
Comfortable working in and assisting others through company help desk or ticketing software, such as Zendesk in addition to other remote access desktop programs.
Overall responsibility for managing support tickets for our website products and ensuring tickets are dealt with quickly and accurately.
Prioritising tickets, triaging urgent tickets effectively, and taking action to resolve issues. This includes but is not limited to: developing and rolling out patches where appropriate, passing on larger tickets to our web development team, feeding back to our support team on issues which do not require a technical fix.
Helping research and develop new ideas, techniques, methods and technologies as required and helping us integrate the result of this work into our systems. You may also find yourself working with third party or client systems and payment gateways to achieve this.
We have a large client-liaison team but sometimes you will need to be client-facing as this is sometimes the shortest route to the best result. You may also have technical knowledge that helps to interpret what a client is explaining. In order to provide meaningful second and third line support, you will need to be familiar with all our main systems from the perspective of a user/client. In time you will also be expected to gain a good understanding of the codebase and architecture of our CMS from a development standpoint.
What we offer
- 33 days of annual leave (including bank holidays) plus long service entitlement.
- Flexible working
- Company pension scheme
- Annual Christmas bonus
- A focus on continued professional development including access to courses and training programmes
- Cycle to Work scheme & season ticket loans
- Beautiful London offices in a warehouse conversion with showers and secure bike storage
- Regular team and whole company social events
London Office Space
How to apply
To apply, please send your application to email@example.com and include:
- Your CV
- Covering letter
You will need to have the legal right to live and work in the UK to be considered for this role.
Artlogic is an equal opportunities employer
We are committed to valuing diversity and seek to provide all staff with the opportunity for employment, career and personal development on the basis of ability, qualifications and suitability for the work as well as their potential to be developed into the job.