Technical Support Engineer

Job Summary

We are seeking a customer-focused Technical Support Engineer to provide remote technical assistance and resolve product or system issues. This role involves troubleshooting, diagnosing problems, and ensuring a high-quality support experience for customers across various channels.

Key Responsibilities

• Provide technical support via email, chat, phone, or ticketing systems
• Diagnose and troubleshoot software, hardware, and network issues
• Resolve customer queries efficiently while maintaining high satisfaction levels
• Escalate complex issues to engineering or senior support teams
• Maintain accurate records in ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management)
• Create and update knowledge base articles and documentation
• Collaborate with product and engineering teams to improve support processes
• Monitor system performance and report recurring issues
• Ensure compliance with UK GDPR and company policies
• Participate in on-call or shift rotations if required

Required Skills & Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 2–5+ years of experience in technical support or helpdesk roles
• Strong troubleshooting skills across OS (Windows/Linux), networking, and applications
• Familiarity with ticketing/support tools
• Good understanding of basic networking concepts (TCP/IP, DNS, VPN)
• Excellent communication and customer service skills
• Ability to work independently in a remote environment

Preferred Qualifications

• Experience with cloud platforms (AWS, Azure, GCP)
• Knowledge of SaaS products and APIs
• Familiarity with ITIL practices
• Certifications such as CompTIA A+, Network+, ITIL Foundation
• Experience in industries like SaaS, IT services, or telecom