.Who We AreMassive Rocket is a high-growth Braze & Snowflake agency that has made significant strides in connecting digital marketing teams with product and engineering units. Founded just 5 years ago, we have experienced swift growth and are now at a crucial juncture, aspiring to reach $100M in revenue. Our focus is on delivering human experiences at scale, leveraging the latest in web, mobile, cloud, data, and AI technologies. We pride ourselves on innovation and the delivery of cutting-edge digital solutions.Every role at Massive Rocket is Entrepreneurial - Successful people at Massive Rocket will not only think about their role but understand the roles around them, their goals and contribute to the success and growth of their team, customers and partners.What We OfferFast-moving environment – you will never stop learning and growingSupportive and positive work culture with an emphasis on our valuesInternational presence – work with team members in Europe, the US, and around the globe100% remote foreverFlexible Vacation PolicyCareer progression paths and opportunities for promotion/advancementOrganised team events and outingsWhat we're looking forMassive Rocket, a global Martech agency specializing in Braze and Snowflake, is looking for a talented Support Engineer to join our growing team. We work with clients across the U.S., U.K., and European Union, delivering cutting-edge marketing technology solutions. In this role, you will be responsible for managing support tickets, ensuring timely resolution within SLAs, administering cloud and business systems, leading incident management, and providing proactive solutions to technical issues. You will also play a key role in maintaining system security, optimizing service performance, and collaborating with cross-functional teams to deliver high-quality support. If you're passionate about Martech, thrive in a global environment, and are eager to work on innovative projects, we'd love to hear from you.ResponsibilitiesTicket Mastery: Manage support tickets and ensure resolution within established SLAs.SLA and KPI Master: Ensure compliance with service-level agreements and key performance indicators. Track metrics and improve service delivery efficiency.Business System Administration: Support Google Business, Atlassian tools, Slack, MS Teams, and other cloud-based tools.Incident Manager: Lead or participate in incident resolution, including identifying root causes and implementing preventive measures.Problem Solver: Debug and resolve system issues.Cloud Admin: Administer AWS services and manage Infrastructure-as-a-Service (IaaS).Linux Admin: Perform basic Linux system administration, including user management, system updates, and troubleshooting.Security Champion: Protect the integrity of company systems and company/client data.Experience3+ years of experience as a Support Engineer or similar role.Ticket management: Experience in managing support tickets within established SLAs