MirrorWeb · 14 hours ago
Customer Support Specialist
Austin, TX
Full-time
Hybrid
New Grad, Entry LevelMirrorWeb is an intelligent communications supervision platform built for regulated financial services firms. The Support Specialist serves as a critical technical resource responsible for monitoring web crawling operations and delivering exceptional customer support through service desk and phone coverage.
Archiving ServiceComplianceSocial MediaSoftware
Responsibilities
Active Monitoring: Continuously monitoring all active web crawls to ensure optimal performance
Launch Management: Ensuring timely initiation of web and social media crawls according to schedule
Quality Assurance: Maintaining and monitoring hourly checks on completed web crawls
Issue Resolution: Intervening in problematic crawls through various methods including:
Adjusting crawl scope and parameters
Coordinating with Customer Success Management and external customers
Forcing crawls to completion when necessary
Providing customer updates via linked tickets for collaborative quality assurance
Schedule: This responsibility is performed up to three days per week, with weekend coverage provided on a rotating schedule
Phone Support Coverage
Availability: Monday through Friday, 8:00 AM to 5:00 PM
Responsibilities: Handle inbound customer calls, provide real-time technical support, and escalate complex issues appropriately
End-to-End Ownership: Taking full responsibility for tickets from inception through resolution
Initial Response: Acknowledging and assigning tickets promptly upon receipt
Effective Triage: Identifying core issues and determining appropriate resolution paths
Strategic Escalation: Promptly escalating to relevant teams when needed:
Second-line support specialists
Other MirrorWeb technical teams
Customer Communication:
Keeping customers informed throughout the resolution process
Responding promptly to customer questions and updates
Providing regular status updates within agreed timeframes
Proactive Management:
Monitoring open ticket queues
Following up with other teams for updates when required
Ensuring Service Level Agreements for first response and updates are consistently met
Direct Resolution: Resolving tickets that fall within the engineer's technical expertise
Monitoring: Review automated monitoring reports and implement necessary remediation
Intervention: Perform required crawl interventions and adjustments
Issue Management: Flag complex issues for review during regular business hours via the support desk
Documentation: Record time spent and activities performed on associated tracking tickets
Qualification
Required
Proficiency with AWS Services: S3 and EC2
Ability to connect to and navigate server environments
Ability to manage file systems and disk space
Ability to monitor server performance metrics
Ability to handle swap management
Ability to respond effectively to server issues
Competency with SQL Database Skills: SELECT queries and database lookups
Preferred
Basic knowledge of Bash scripting
Familiarity with JavaScript
Python programming experience
Benefits
Comprehensive Health Coverage – Premium medical, dental, and vision plans.
Life Assurance – Financial peace of mind for you and your loved ones.
401(k) – 3% non-elective contribution, regardless of your own contributions.
Generous Paid Time Off – 20 days PTO, plus a day off on your birthday and paid sick leave.
Enhanced Family Leave – Extra support for life’s most important moments.
Flexible Lifestyle Benefits – $100 monthly Juno allowance for health, wellness, learning, or what matters most.
Equity Appreciation Rights (EAR) – Share in our success through our equity incentive program.
Company
MirrorWeb
MirrorWeb is an archiving and communications surveillance platform for governments, banks, and financial industries.
Founded in 2012
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$68.82MKey Investors
Mainsail PartnersMaven Capital Partners
2024-09-05Private Equity· $63M
2024-09-05Acquired
2022-06-06Seed· $1.25M
Leadership Team
Jamie Hoyle
VP, Product
Philip Clegg
Chief Technical Officer
Recent News
GlobalFinTechSeries
2025-05-17
EIN Presswire
2025-05-07
Company data provided by crunchbase