Enterprise Support Engineer

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. 

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

Primary Job Role

As a GOC Enterprise Support Engineer, you will play a critical role in maintaining the operational stability and efficiency of THG’s core systems. You will be responsible for managing major incidents, monitoring infrastructure, diagnosing issues, and collaborating with cross-functional teams to ensure seamless operations and rapid incident resolution.

Duties & Responsibilities

• Deliver exceptional technical support via chat, tickets, and calls, ensuring prompt resolution and a world-class customer experience.
• Monitor THG websites and infrastructure using dashboards, wall boards, and Teams channels to ensure optimal performance and availability.
• Respond to critical alerts and collaborate with technical teams to triage and restore service.
• Manage, coordinate, and communicate Major Incidents (MIs), including stakeholder updates and post-incident reviews.
• Support change coordination activities, including impact assessments, scheduling, and communication.
• Log and respond to internal and external customer queries across multiple channels.
• Contribute to the development and refinement of operational processes and documentation.
• Participate in continual service improvement (CSI) initiatives to enhance service quality and operational efficiency.
• Collaborate within a 24/7 shift rotation to ensure consistent coverage and support.
• Meet SLAs and individual KPIs for incident resolution and service delivery.
• Identify and implement opportunities for process and service improvement.
• Actively contribute to team meetings and communications, fostering a collaborative and proactive culture.

Additional 

• Demonstrate and advocate THG’s company values and behaviours.
• Support cross-functional teams in achieving company objectives.
• Adhere to company policies and undertake additional tasks as directed by the Team Lead.

Success Factors

• Maintain high-quality standards in technical support and incident handling.
• Apply technical expertise to achieve first-time resolution and customer satisfaction.