Purpose
The Support Engineer provides first-line technical support to business users of their assigned platform, ensuring that support requests and incidents are handled efficiently, professionally, and within agreed SLA targets. The role sits within the platform support team and reports to the Support Team Lead.
The Support Engineer is responsible for the triage, investigation, and resolution of support tickets; clear communication with business users; escalation of issues that exceed first-line capability; and the ongoing maintenance of the team's knowledge base. The role operates within DMGE's agile framework, participating in relevant ceremonies and contributing to the continuous improvement of support operations.
This role is generic across all four DMGE platforms: Data, Events, IT, and Marketing. Platform-specific responsibilities should be captured in platform-level addenda.
Responsibilities
- Receive, triage, and manage incoming support tickets via JIRA Service Desk, ensuring all tickets are accurately logged, categorised, and prioritised in line with team guidelines and SLA targets.
- Investigate, diagnose, and resolve support requests and incidents within the scope of first-line support, using available knowledge base resources, platform expertise, and team collaboration.
- Accurately record all investigation steps, workarounds, and resolution actions within the ticket to enable reporting, auditing, and knowledge sharing.
- Escalate tickets to the Support Team Lead promptly, or to the Engineering Lead in line with agreed escalation pathways.
- Manage personal ticket queue proactively, ensuring no tickets are left without updates beyond agreed communication timelines.
- Receive and assess incoming change requests from business stakeholders, assessing their nature and routing them appropriately through the triage process.
- Participate actively in the daily triage ceremony, contributing to queue prioritisation and change request routing decisions.
- Support the accurate logging of change requests in JIRA Service Desk and ensure they are transferred to the appropriate backlog (support or engineering) with sufficient context.
- Maintain proactive, clear, and professional communication with business users throughout the lifecycle of their support tickets.
- Set and manage user expectations on resolution timelines, providing honest and timely updates on progress and any blockers.
- Follow up on resolved tickets to confirm that the resolution has met the user's needs and that the ticket can be closed.
- Represent the support team with a consistently high standard of professionalism and empathy, contributing to a positive support experience for all platform users.
- Document resolutions, workarounds, and frequently asked questions in the team knowledge base to support self-service and team efficiency.
- Ensure ticket records are complete, accurate, and consistently formatted to enable trend analysis and SLA reporting.
- Flag gaps in the knowledge base to the Support Team Lead and contribute to filling them, particularly following new platform releases or configuration changes.
- Contribute to end-user documentation where the support team holds practical operational knowledge that is not captured elsewhere.
- Identify and surface recurring issues, patterns, or systemic problems observed through ticket handling to the Support Team Lead for escalation to engineering or product.
- Actively participate in sprint retrospectives, contributing ideas for improving support processes, tooling, documentation, or team ways of working.
- Attend sprint reviews and other relevant ceremonies to stay informed of upcoming platform changes that may affect support demand or require advance preparation.
- Stay current on platform changes, releases, and known issues to ensure support responses are accurate and up to date.
- Actively seek opportunities to build platform knowledge and technical skills to improve the speed and quality of first-line resolution.
Decisions
In this role I take decisions on:
- Prioritisation of tickets within my personal queue (within team SLA and triage guidelines)
- Whether an issue is within scope for first-line resolution or requires escalation
- The content and accuracy of knowledge base articles I create or update
- Support Team Lead — on escalation decisions, queue prioritisation, and workload management
- Engineering Lead — when a technical escalation requires engineering input or backlog prioritisation
- Fellow Support Engineers — on shared knowledge, complex investigations, and process improvements in retrospectives
Recurring tasks
In this role I take care of:
- Daily JIRA Service Desk queue review and ticket triage
- Ticket investigation, resolution, and user communication
- Daily triage ceremony participation
- Knowledge base review and contribution (ongoing)
- Sprint stand-up, retrospective, and sprint review attendance
- Fortnightly one-to-one meetings with the Support Team Lead
Key Relationships
- Support Team Lead (line manager)
- Fellow Support Engineers
- Engineering Lead (technical escalations)
- Product Owner (change request context)
- Business stakeholders and platform users
- Platform vendors and suppliers (where involved in issue resolution)
- Third-party support providers (where applicable)
Approach to decision-making
My approach to decision-making is centred on doing right by the user whilst managing risk and SLA. When handling tickets, I aim to resolve issues at first contact where possible, but escalate early and clearly when an issue is beyond my current capability or risks breaching SLA.
For prioritisation decisions, I follow team triage guidelines and SLA targets, raising any conflicts or capacity constraints with my Support Team Lead promptly. I do not deprioritise communication with users while investigating complex issues; instead, I set honest expectations and keep users informed throughout.
When contributing to improvement ideas in retrospectives or daily triage, I share observations based on real ticket patterns, not assumptions, and frame feedback constructively to support team and process development.