Job Description

About MirrorWeb

MirrorWeb 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 Role

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.

Crawl Monitoring

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

Active Monitoring

: Continuously monitoring all active web crawls to ensure optimal performance

Launch Management

: Ensuring timely initiation of web and social media crawls according to schedule

Quality Assurance

: Maintaining and monitoring hourly checks on completed web crawls

Issue Resolution

: Intervening in problematic crawls through various methods including: + 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

: This responsibility is performed up to three days per week, with weekend coverage provided on a rotating schedule

Service Desk & Customer Support

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

Phone Support Coverage

Availability

: Monday through Friday, 8:00 AM to 5:00 PM

Responsibilities

: Handle inbound customer calls, provide real-time technical support, and escalate complex issues appropriately

Ticket Management

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

End-to-End Ownership

: Taking full responsibility for tickets from inception through resolution

Initial Response

: Acknowledging and assigning tickets promptly upon receipt

Effective Triage

: Identifying core issues and determining appropriate resolution paths

Strategic Escalation

: Promptly escalating to relevant teams when needed: + Second-line support specialists
+ Other MirrorWeb technical teams

Customer Communication

: + Keeping customers informed throughout the resolution process
+ Responding promptly to customer questions and updates
+ Providing regular status updates within agreed timeframes

Proactive Management

: + Monitoring open ticket queues
+ Following up with other teams for updates when required
+ Ensuring Service Level Agreements for first response and updates are consistently met

Direct Resolution

: Resolving tickets that fall within the engineer's technical expertise

Technical Skills & Requirements

Required Technical Competencies

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

Preferred Additional Skills

Basic knowledge of Bash scripting Familiarity with JavaScript Python programming experience

Weekend & Bank Holiday Coverage

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



Rotation Schedule



Coverage frequency depends on the number of engineers participating in the rotation system.



Weekend/Holiday Responsibilities

Monitoring

: Review automated monitoring reports and implement necessary remediation

Intervention

: Perform required crawl interventions and adjustments

Issue Management

: Flag complex issues for review during regular business hours via the support desk

Documentation

: Record time spent and activities performed on associated tracking tickets

Working Environment

This role combines technical expertise with customer service excellence, requiring both independent problem-solving abilities and collaborative communication skills. The position offers opportunities for professional growth in cloud technologies, automation, and customer relationship management.

What's on Offer:

Private Health Care & Cash Plan Life Assurance - Financial peace of mind for you and your loved ones. Salary Sacrifice Pension 25 days annual leave, plus a day off on your birthday and paid sick leave so you can recharge and celebrate. Enhanced Family Leave - Extra support for life's most important moments. Flexible Lifestyle Benefits - 100 monthly Juno allowance to spend on health, wellness, learning, or whatever matters most to you. * Equity Appreciation Rights (EAR) - Share in our success with an opportunity to benefit from the company's growth through our equity incentive program.