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. We believe that the opportunity to help teams activate insights from their customer data to deliver more relevant and adaptive experiences is more important than ever. 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 Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world’s leading companies.

We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell. This economic edge unleashes a world of possibilities for growth and innovation.

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.

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

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. You will also support various components of mParticle such as analytics, audiences, calculated attributes, identity, predictions, profiles and others.

This will be a hands-on technical role that will give you the opportunity to interact with some of the best minds and technology stacks in the mobile and web app business. You will become an expert in all things mParticle. Your work will be meaningful and will have a strong impact on our clients’ success.

If you are interested, here are some details to help you determine whether this is the right role for you.

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 our customer-facing teams.
• Regarding working hours and location:
• The initial 2-3 months onboarding will take place during the day, Monday to Friday.
• Once onboarding is completed:
• Will work mostly during nights, Monday to Friday.
• Will switch periodically to days, Monday to Friday.
• After around one year:
• Will work mostly during the days, Monday to Friday.
• Participate in on-call rotations to provide support coverage as needed.

Requirements

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.

Benefits

About Rokt’stars:

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock real-time relevancy in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks, or challenge the status quo; in doing so we either win or learn. We work together as one aligned team, never letting egos get in the way of brilliant ideas. We value diversity, transparency, and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better. 

About The Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• All employees have access to our LevelUp! program, providing opportunities for coaching, courses, and training to support career growth and development.
• Become a shareholder. Every Rokt’star gets equity in the company
• Enjoy catered lunch every day and healthy snacks in the office. Plus join the gym on us! 
• Extra leave (bonus annual leave, sabbatical leave etc.) 
• Work with the greatest talent in town
• See the world! We have offices in New York, Seattle, Sydney, Tokyo and London

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have the flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.

We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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