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Product Support Engineer
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Media Intelligence




Mid level

Location: Manchester

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Contact Person
Joe Daniels

Job Description

Do you want to work in a dynamic global organization, solving interesting, real time problems? We are looking for ambitious professionals who would like to grow with our Application Support team. The role involves monitoring and diagnosing application and system problems, or issues that are disrupting the application service platform that business users depend on. The job calls for both technical capability and business understanding. Crucially, applications are production, or live, and issues need immediate attention with early diagnosis and response.


  • Work within a dynamic, international team to support customers throughout the world
  • Manage, prioritize and troubleshoot a pipeline of tickets, application requests and project activities
  • Respond to system generated alerts/escalations relating to any failures on the service platform
  • Work with Product Development teams to determine root cause of problems and deliver effective solutions
  • Work on projects focused on continuous improvement of the application support model and associated processes
  • Document standards, processes and procedures relating to best practices, issues and resolutions

The ideal candidate will have excellent communication, problem solving and organizational skills. An individual who can work under pressure, communicate effectively and provide alternative solutions is likely to succeed.

Skills & Requirements
  • Investigation and diagnostic skills
  • HTML and CSS
  • JavaScript/jQuery
  • Excellent communication skills both written and verbal
  • Ability to empathize with end users and interact with people at all levels throughout the organization
  • Business awareness
  • University degree or 5-10 years experience in a Support position
  • Fluent in English

Desirable Skills

  • Experience with MySQL/MSSQL or MongoDB/NoSQL
  • Experience developing in Angular.js, Node.js, Java, PHP, Python, etc
  • Experience with developing or troubleshooting social media platforms
  • Design and/or web development

  • Candidates must be authorized to work legally in the US. Position is primarily on-site

  • During Covid times you would work from home

About the company

Meltwater, a pioneer of media intelligence and now Outside Insight, gives businesses the information advantage they need to stay ahead. More than 30,000 companies have used Meltwater’s media intelligence to stay on top of billions of online conversations and extract relevant insights to strategically manage their brands. Meltwater is dedicated to personal, global service built on the local expertise of 55 offices across six continents. Meltwater is also committed to fostering the data science ecosystem through MEST, a pan-African entrepreneurial program and incubator, and Shack15, a global data science community. Learn more at meltwater.com.

All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

We are more than 2000 people across the globe, so there is a lot going on. We believe in diversity and inclusion, and building teams with a wide variety of backgrounds and perspectives. This approach not only raises the quality of our products for our customers, but makes collaboration along the way much more fun.

Read our underthehood blog to see which problems our engineers are solving. Also have a look at what life is like at Meltwater and visit our company profiles on LinkedIn, Xing, Facebook, and Twitter.

Equal Opportunity

Meltwater is firmly committed to affording equal employment opportunities to all candidates and employees alike without regard to race, color, religion, age, national origin, gender, sexual orientation, gender identity or gender expression, marital status disability, veteran status and we treat each individual with respect and dignity.

The “EEO is the Law” poster is available at: http://bit.ly/2KBm9Ei

And “EEO is the Law Supplement” poster is available at: http://bit.ly/2Kmxnxd

On-Line Accessibility Directive: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us here for assistance.

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