Customer Support Engineer (Fixed Term Contract)

JR United Kingdom; City Of London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading B2B SaaS company in London is seeking a Customer Support Engineer on a 6-month fixed-term contract. The successful candidate will play a crucial role in providing technical support to clients and ensuring customer satisfaction through effective troubleshooting of issues. This position offers collaborative working conditions and opportunities for professional growth in a dynamic environment.

Benefits

Dynamic team environment

Innovative SaaS technology exposure

Competitive compensation

Hybrid working options

Qualifications

• 2+ years experience in a technical support or similar role.
• Experience supporting B2B SaaS products.
• Ability to diagnose software and configuration issues.

Responsibilities

• Provide high-quality technical support to B2B clients.
• Diagnose and troubleshoot software issues.
• Maintain and update internal knowledge base documentation.

Skills

Problem-solving

Communication

Technical Support

Time Management

Tools

Zendesk

Intercom

Jira

Job description

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Customer Support Engineer (Fixed Term Contract), london (city of london)

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Client:

Confidential

Location:

london (city of london), United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

16.06.2025

Expiry Date:

31.07.2025

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Job Description:

Job Title: Customer Support Engineer (6-Month Fixed-Term Contract)

Location: London, United Kingdom (Hybrid or On-site)

Contract Type: Fixed-Term (6 Months)

Start Date: 24 June

Salary: Competitive, based on experience

About Us

We are a fast-growing B2B SaaS company based in London, delivering cutting-edge solutions to our clients across the UK and Europe. Our platform helps businesses streamline their operations, drive efficiency, and deliver measurable value.

As we continue to scale, we are looking for a dedicated Customer Support Engineer to join our team on a six-month contract and help ensure our customers receive outstanding technical support and service during this critical growth phase.

About the Role

As a Customer Support Engineer, you will be the first line of technical assistance for our clients, helping them troubleshoot issues, understand product features, and maximize value from our platform. You’ll work closely with our Product, Engineering, and Customer Success teams to ensure customer satisfaction and continuous improvement of our services.

Key Responsibilities

• Provide high-quality, timely technical support to B2B clients via email, chat, and occasional video calls
• Diagnose and troubleshoot software issues, configuration problems, and integration queries
• Escalate complex issues to engineering teams while ensuring clear documentation and communication
• Maintain and update knowledge base articles, FAQs, and internal documentation
• Collaborate with product and development teams to relay customer feedback and identify recurring issues
• Participate in onboarding sessions for new clients as needed, helping with setup and initial configuration
• Meet service-level agreements (SLAs) and maintain high customer satisfaction scores

Requirements

• 2+ years experience in a technical support, customer support engineering, or related role
• Experience supporting a B2B SaaS product
• Strong problem-solving skills with the ability to diagnose software and configuration issues
• Proficiency with support tools (e.g. Zendesk, Intercom, Jira, etc.)
• Familiarity with APIs, log analysis, and web technologies (HTML, JSON, REST, etc.)
• Clear and professional communication skills (written and verbal)
• Able to work independently and manage time effectively in a fast-paced environment
• Experience with SQL or scripting for troubleshooting
• Basic understanding of cloud platforms (e.g., AWS, Azure)
• Exposure to Agile environments and tools like Confluence or GitHub
• Experience working with enterprise clients or large accounts

What We Offer

• A dynamic and collaborative team environment
• Exposure to innovative SaaS technology in a scale-up environment
• Opportunities to work cross-functionally and gain insight into product and development
• Competitive compensation
• Hybrid working options from our London office