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Junior Support Engineer
2 weeks ago
Driving Innovation and Trust: Ten's Journey to Redefine Service Excellence
Ten is on a mission to become the most trusted service business in the world. Technology-driven Product is at the centre of our strategy to create a hugely successful service and business. Millions of members already have access to Ten's services across lifestyle, travel, dining and entertainment on behalf of over fifty clients including HSBC, Swisscard and Royal Bank of Canada. Ten's partnerships are based on multi-year contracts generating revenue through platform-as-a-service and technology fees.
We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts. We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our 'big 4' service categories of restaurants/travel/entertainment and luxury retail.
We are profitable and the first B Corp listed on the London Stock Exchange (AIM market).
Our plans are to continue to invest into technology (including AI) to become the main way that our members organise their leisure lives. The next few years will see Ten speed up our progress via our Growth Engine strategy, making the next huge steps to achieve our ambitions together.
For more information, please watch Ten's Growth Engine Video
Take the Next Step
If you're passionate about solving problems, eager to learn on the go, and thrive as part of a collaborative, high-impact team, we'd love to hear from you. At Ten Lifestyle Group, your contributions will directly enhance the exceptional experiences we deliver to our members worldwide.
Join Our Team as a Junior Support Engineer
Overview
As a Junior Support Engineer, you will play a critical role in triaging and resolving technical support issues as part of the broader EMEA support team. You must prioritize rapid ticket resolution, thorough investigation using logs and SQL queries, and seamless collaboration with Lifestyle Managers and technical teams.
Your role involves delivering high-quality support solutions aligned with Ten's vision and strategic goals, ensuring platform stability and member satisfaction. The priority for this role is to provide timely and effective technical support in the Cape Town region, contributing to operational excellence and continuous improvement.
You will work closely with Partner Teams such as Product Development, IT Infrastructure, and Client Onboarding to support new releases, bug reviews, and client integration efforts.
Key Responsibilities
- Proactively triage and resolve support tickets by applying configuration changes, crafting SQL scripts, and performing detailed log analysis
- Conduct in-depth investigations of issues by examining application-level logs, server-side data, and monitoring dashboards to identify root causes quickly
- Escalate complex issues with well-documented evidence, ensuring timely resolution and clear communication
- Support client onboarding by accurately formatting and uploading data into our CRM, enabling seamless integration and a smooth experience
- Collaborate in bug reviews and actively contribute to the successful deployment of new releases and system rollouts
- Demonstrate flexibility by occasionally working late shifts and adapting to a dynamic schedule to meet business needs
Behavioral Expectations:
As Junior Support Engineer, you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude
Location
We are ideally seeking exceptional candidates who are based in Cape Town, as this allows for ease of collaboration and engagement within our team. Candidates must be able to commit to commuting to the office at least 2 days a week to maintain connectivity with colleagues and the work environment.
Requirements
What we looking for
- An enthusiastic, self-driven individual who isn't afraid to dive in and get hands-on with technical challenges
- Comfortable working with SQL and eager to expand their technical expertise
- Naturally curious about how things work - from code intricacies to broader business processes
- A strong communicator who thrives in a collaborative, feedback-rich environment
- Skilled at multitasking and prioritizing support tickets effectively under pressure
- Flexible and adaptable, with the important expectation that after a 3-month onboarding period, you will be required to work within a 24/7 support rotation, including late shifts and on-call weekends
Benefits
Benefits & Rewards
Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
Rewards designed around you:
- A competitive salary depending on experience
- Take advantage of a substantial shift allowance - 20% for shifts worked Monday through Saturday and 50% on Sundays.
- Offer flexible work arrangements including Hybrid work possibilities
- One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
- Lucrative Ten Loyalty Rewards program
- Remote Working Holidays - Travel and Work for up to 4 weeks per year
- Access to lots of great travel and entertainment discounts as our clients' members would
- Be part of our global, dynamic, and inclusive Team, with diversity at its core
- Possibility of growth within a dynamic and international company
Who Are We
Ten is a leading lifestyle and concierge company helping our clients discover, organise, enjoy and get the most from life. We partner with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients. Established in the UK in 1998 and with over 25 years of experience, Ten operates in over 20 cities worldwide, in over 26 languages, with 65% of our workforce globally distributed and is publicly listed on the London Stock Exchange ('TENG'). We were the first concierge business to be awarded the B Corp certification in the UK in 2023.
Ten's strategy focuses on four key areas: deliver a world-class member experience, invest in technology, expand contracts with new and existing clients as well as develop our foothold in new markets by leveraging our market-leading service proposition.
At Ten, you'll be part of a global, dynamic, and inclusive team, with diversity at its core and endless opportunities for growth.
Join us and experience a workplace where you can truly thrive.
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes."
Apply now and take the next step in your support career with a company that truly values curiosity, ownership, and continuous growth.
