Technical Support Engineer

About the Company

This organisation is a technology-driven business operating in a fast-paced, customer-focused environment. It builds and supports digital products used by a wide range of clients, from small businesses to larger enterprises. The company places strong emphasis on reliability, user experience, and continuous improvement, with engineering and support working closely together rather than in silos.

The culture is collaborative and pragmatic, valuing people who take ownership of problems and enjoy finding clear, effective solutions. Learning and development are encouraged, and technical support is seen as a critical function rather than a stepping stone.

Typical benefits include flexible working arrangements, structured training, opportunities for progression into senior support or engineering roles, and a supportive team environment.

The Role

As a Technical Support Engineer, you will provide high-quality technical assistance to customers and internal teams, ensuring issues are diagnosed, resolved, and communicated clearly. You will act as a key link between users and engineering, helping to identify root causes and improve product stability over time.

This role goes beyond basic troubleshooting. You will be expected to understand systems at a deeper level, contribute to process improvements, and help shape how support is delivered as the product and customer base grow.

Key Responsibilities

• Investigate and resolve technical issues across applications, infrastructure, or integrations
• Provide second-line or advanced support for complex incidents
• Reproduce issues and document findings clearly for engineering teams
• Escalate bugs with appropriate context, logs, and impact analysis
• Communicate progress and resolutions clearly to customers and stakeholders
• Contribute to internal knowledge bases and support documentation
• Identify recurring issues and propose long-term fixes
• Support release cycles by monitoring post-deployment behaviour

What We’re Looking For

• Strong troubleshooting and analytical skills
• Experience supporting software, SaaS platforms, or technical systems
• Ability to communicate technical concepts clearly to non-technical users
• Calm, methodical approach to problem solving
• Comfort working with tickets, incident queues, and service levels
• A mindset focused on learning, improvement, and customer outcomes

Experience in a customer-facing technical role is expected, but the emphasis is on capability and attitude rather than a specific background.

Tools & Environment

You are likely to work with:

• Ticketing systems (e.g. Zendesk, Jira Service Management)
• Logging and monitoring tools
• Cloud platforms or hosted environments
• APIs and basic scripting or query tools
• Documentation and collaboration tools

How Success Is Measured

• Speed and quality of issue resolution
• Accuracy of diagnosis and escalation
• Customer satisfaction and feedback
• Contribution to reducing repeat issues
• Quality of documentation and knowledge sharing

Benefits & Progression

This role offers a clear pathway into senior support, platform reliability, or engineering roles. Benefits typically include flexible working, learning budgets, pension contributions, and opportunities to specialise technically over time.