Customer Support Specialist

About MirrorWeb

MirrorWeb is an intelligent communications supervision platform built for regulated financial services firms that need to scale supervision safely, defensibly and without operational collapse. 

Compliance teams today are dealing with a permanent shift: channel explosion (mobile, social, collaboration tools), volume that outpaces humans and regulators who didn’t lower the bar. The result is simple: teams are drowning in data but starving for signal. 

Most firms get stuck between three flawed options: 

• Legacy archiving & supervision platforms (manual, queue-based, connector-centric, brittle, slow to adapt) 

• Point AI compliance tools (narrow, opaque, hard to defend in audits) 

• DIY + services-heavy approaches (stitched-together systems and spreadsheets that don’t scale) 

MirrorWeb was built for this moment: AI-native supervision designed for regulated reality where AI helps prioritize risk and focus human attention, while preserving accountability regulators accept. 

Our mission: help regulated firms communicate freely and confidently, knowing supervision stays scalable, defensible, and auditable as the world changes. 

Why This Role Matters 

At MirrorWeb, roles aren’t about shipping tasks. They’re about building a platform that compliance leaders can stand behind in audits and regulatory scrutiny, while helping them modernize without increasing risk. 

The Support Specialist serves as a critical technical resource with two primary responsibilities: monitoring our web crawling operations and delivering exceptional customer support through our service desk and phone coverage.

Crawl Monitoring

Our reputation depends on delivering high-fidelity, timely web crawls to our customers. The Support Specialist is responsible for:

• 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

Service Desk & Customer Support

Our helpdesk serves as the primary point of contact for all MirrorWeb product-related issues, supporting both internal and external customers.

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

Ticket Management

The Support Specialist will follow established procedures for all tickets, including:

• 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

Technical Skills & Requirements

Required Technical Competencies

• AWS Services: Proficiency with S3 and EC2, with opportunity for continued learning
• Linux Administration: Ability to:
  • Connect to and navigate server environments
  • Manage file systems and disk space
  • Monitor server performance metrics
  • Handle swap management
  • Respond effectively to server issues
• SQL Database Skills: Competency with SELECT queries and database lookups, with scope for advancement

Preferred Additional Skills

• Basic knowledge of Bash scripting
• Familiarity with JavaScript
• Python programming experience

Weekend & Bank Holiday Coverage

MirrorWeb maintains contractual obligations to perform web crawls 365 days per year, requiring out-of-hours coverage with appropriate compensation.

Rotation Schedule

Coverage frequency depends on the number of engineers participating in the rotation system.

Weekend/Holiday Responsibilities

• 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

Working Environment

This role combines technical expertise with customer service excellence, requiring both independent problem-solving abilities and collaborative communication skills. The position offers opportunities for professional growth in cloud technologies, automation, and customer relationship management.

What’s on Offer:

• • 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.