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.