Technical Support Engineer

About THG

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

Tech at THGIngenuity

Technology is the driving force behind THG Ingenuity, and it starts with our people. We are ambitious with our goals and challenge conventional thinking. THG Ingenuity is different because we support every single person to make massive impact and drive their own work. Our people are always learning, and we work every day to ensure our technology, from our software platforms to our hosting services, to our AIcapability and beyond, is world class. This enables us to keep powering THG Ingenuity and our partners on a global scale.

Primary job role

As a GOC Enterprise Support Engineer, you will play a critical role in maintaining the operational stability and efficiency of THGs core systems. You will be responsible for managing major incidents, monitoring infrastructure, diagnosing issues, and collaborating with cross-functional teams to ensure seamless operations and rapid incident resolution.

Duties & Responsibilities

Deliver exceptional technical support via chat, tickets, and calls, ensuring prompt resolution and a world-class customer experience.

Monitor THG websites and infrastructure using dashboards, wall boards, and Teams channels to ensure optimal performance and availability.

Respond to critical alerts and collaborate with technical teams to triage and restore service.

Manage, coordinate, and communicate Major Incidents (MIs), including stakeholder updates and post-incident reviews.

Support change coordination activities, including impact assessments, scheduling, and communication.

Log and respond to internal and external customer queries across multiple channels.

Contribute to the development and refinement of operational processes and documentation.

Participate in continual service improvement (CSI) initiatives to enhance service quality and operational efficiency.

Collaborate within a 24/7 shift rotation to ensure consistent coverage and support.

Meet SLAs and individual KPIs for incident resolution and service delivery.

Identify and implement opportunities for process and service improvement.

Actively contribute to team meetings and communications, fostering a collaborative and proactive culture.

Additional

Demonstrate and advocate THGs company values and behaviours.

Support cross-functional teams in achieving company objectives.

Adhere to company policies and undertake additional tasks as directed by the Team Lead.

Success Factors

Maintain high-quality standards in technical support and incident handling.

Apply technical expertise to achieve first-time resolution and customer satisfaction.

Lead by example, demonstrating professionalism and integrity.

Collaborate effectively with peers and stakeholders.

Manage workload and time efficiently to meet performance targets.

What skills and experience would I need?

Minimum 2 years technical support experience, ideally in a NOC or enterprise support environment.

Excellent customer service and communication skills.

Proven ability to manage and communicate major incidents.

Strong understanding of change coordination and impact assessment.

Proficiency in monitoring tools and incident alerting platforms.

Strong problem-solving and analytical abilities.

Solid knowledge of server hardware, cloud technologies, and infrastructure services.

Detail-oriented with strong organisational and time management skills.

Competency in using AI tools and developing automation agents for workflow efficiency.

Familiarity with ITIL or other service management frameworks.

What other experience would be beneficial?

Experience with hosting services (website, email, domain management).

Understanding of web technologies, including HTML, CSS, and JavaScript.

Knowledge of SSL certificate management.

Exposure to CRM platforms.

Proficiency with Microsoft operating systems and Office applications.

Familiarity with mobile device operating systems (Apple iOS, Android)