About THG Ingenuity

THG Ingenuity is a proprietary Software-as-a-Service (SaaS) technology, robotics, and operations platform built for global ecommerce. Developed through more than two decades of operating ecommerce and retail services at scale, its software and automation capabilities have been engineered, tested, and refined through the real-world demands of managing complex commerce operations. Today, THG Ingenuity provides an integrating operating environment that enables brands to intelligently optimise the entire commerce lifecycle from browsing and checkout to AI inventory management and forecasting, automated fulfilment, carrier control, and customer experience. The platform comprises:

THG Fulfil: The fulfilment operating system for global ecommerce. Delivered via a proprietary SaaS and Robotics-as-a-Service (RaaS) model, THG Fulfil orchestrates every stage of checkout, fulfilment, delivery, and customer experience through an integrated system.

THG Studios: The UK's most innovative creative hub, helping brands create content that connects, experiences that engage, and IP that scales, all from its end-to-end, in-house facilities.

THG Commerce: A cloud-native technology stack enabling retailers and brands to create intelligent, AI-powered, digital shopping experiences, while integrated marketplace and social commerce functionality allows brands to reach customers across every sales channel

With its expertise in building and scaling brands, THG Ingenuity is uniquely positioned to bring pertinent, pragmatic, and global know-how across all aspects of commerce.

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.
Lead by example, demonstrating professionalism and integrity.
Collaborate effectively with peers and stakeholders.
Manage workload and time efficiently to meet performance targets.

Person Specification

What skills and experience would I need?

Minimum 2 years technical support experience, ideally in a NOC or enterprise support environment.
Excellent customer service and communication skills.
Proven ability to manage and communicate major incidents.
Strong understanding of change coordination and impact assessment.
Proficiency in monitoring tools and incident alerting platforms.
Strong problem-solving and analytical abilities.
Solid knowledge of server hardware, cloud technologies, and infrastructure services.
Detail-oriented with strong organisational and time management skills.
Competency in using AI tools and developing automation agents for workflow efficiency.
Familiarity with ITIL or other service management frameworks.

What other experience would be beneficial?

Experience with hosting services (website, email, domain management).
Understanding of web technologies, including HTML, CSS, and JavaScript.
Knowledge of SSL certificate management.
Exposure to CRM platforms.
Proficiency with Microsoft operating systems and Office applications.
Familiarity with mobile device operating systems (Apple iOS, Android).

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.

THG Ingenuity

Enterprise Support Engineer

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About the Company

THG Ingenuity

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