Junior Support Engineer

Mark43; Manchester; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

28 days annual leave

Private medical insurance

Dental insurance

Vision insurance

Nest pension

Parental leave (18 weeks)

Income protection

Death in service

Gym membership reimbursement

Home office equipment allowance

AI tool licenses

Sabbatical after 5 years

Job summary

Mark43 in Manchester is seeking a Junior Support Engineer to join our hybrid team, blending customer service with practical software engineering responsibilities. You will engage with live production environments and work closely with experienced engineers to improve our platform.

The role is ideal for recent graduates who want hands-on troubleshooting across frontend, backend, APIs and SQL while developing your skills in a supportive, security-conscious environment with 24/7 operations

Qualifications

• Bachelor's degree in Computer Science or related discipline.
• Proficiency in JavaScript or TypeScript.
• Experience with SQL and relational databases.
• Understanding of web technologies, APIs, and frontend/backend architecture.
• Authorized to work in the UK without sponsorship and UK residency.

Responsibilities

• Serve as main contact for customer support via phone, email, and ticketing system.
• Assess and prioritize requests; reproduce reported bugs for troubleshooting.
• Use JavaScript/TypeScript to investigate frontend issues.
• Troubleshoot backend and manage API challenges for operations.
• Execute SQL queries for data investigations and fixes.
• Create small scripts or patches to address issues.
• Document complex issues for escalation and participate in RCA.
• Monitor system performance and assist with incident response.
• Maintain internal documentation and improve processes.

Skills

JavaScript

TypeScript

SQL

APIs

HTTP

Troubleshooting

Customer service

Learning quickly

Education

Bachelor's degree in Computer Science or related

Tools

Git

CLI

Job description

Junior Support Engineer at Mark43. About the role Mark43 is on the lookout for a Junior Support Engineer to become part of our dynamic team in Manchester. This position is centered on providing essential support for public safety systems utilized by clients such as the Greater Manchester Police. It's a perfect opportunity for recent graduates eager to blend customer service with practical software engineering responsibilities. In this role, you will engage directly with live production environments, troubleshoot various technical challenges, and collaborate closely with experienced engineers to enhance our platform's functionality.

Key facts

• Location: Manchester
• Engagement: Full-time, hybrid (3 days per week in-office)

What you'll do

• Serve as the main contact for customer support inquiries, addressing issues via phone, email, and our ticketing system.
• Assess and prioritize incoming requests, ensuring that reported bugs are accurately reproduced for troubleshooting.
• Utilize JavaScript and TypeScript to investigate and resolve frontend-related issues effectively.
• Conduct backend troubleshooting and manage API-related challenges to ensure seamless operations.
• Execute SQL queries to carry out data investigations and implement necessary fixes.
• Create and deploy minor scripts or code patches to address technical issues as they arise.
• Document complex issues thoroughly for escalation to engineering teams and participate in root cause analysis discussions.
• Monitor system performance and assist with incident response efforts to maintain operational integrity.
• Contribute to the upkeep of internal documentation and refine operational processes for better efficiency.

Requirements

• A Bachelor's degree in Computer Science, Software Engineering, or a related technical discipline is required.
• Solid proficiency in JavaScript or TypeScript is essential for this role.
• Experience working with SQL and relational database management systems is necessary.
• A good understanding of web technologies, including APIs, HTTP protocols, and the architecture of frontend and backend systems.
• Strong logical troubleshooting skills and the ability to quickly learn new systems and technologies.
• Candidates must be authorized to work in the UK without the need for sponsorship.
• A minimum of five consecutive years of residency in the UK is required.
• Ability to pass thorough background checks and security vetting conducted by UK law enforcement agencies.
• Willingness to participate in a team that supports 24/7 operations, including coverage during shifts.

Nice to have

• Familiarity with performing CRUD operations in SQL would be advantageous.
• Experience in debugging frontend applications is a plus.
• Knowledge of REST APIs, JSON data format, and version control using Git is beneficial.
• Exposure to production software environments, as well as experience with scripting, automation, or logging tools, is desirable.

Skills & tools

• Strong analytical problem-solving skills and meticulous attention to detail are crucial for success in this role.
• Excellent verbal and written communication skills are necessary to effectively interact with customers and team members.
• The ability to balance technical investigations with high-quality customer service is essential.

Practical notes

• Employees enjoy a generous benefits package that includes 28 days of annual leave in addition to public holidays, as well as private medical, dental, and vision insurance for themselves and their dependents.
• The company offers 18 weeks of paid parental leave, along with income protection covering 75% of salary and death-in-service benefits equivalent to four times the annual salary.
• A Nest pension plan is available, featuring a 3% contribution from the employer.
• Additional perks include reimbursement for gym memberships, an allowance for home office equipment, access to AI tool licenses such as Claude Code and ChatGPT Enterprise, and a paid sabbatical of one month after five years of service.
• Employment is contingent upon successfully completing mandatory security vetting processes.