Remote Technical Support Engineer – AI-Driven Incident Lead

ADLIB Recruitment | B Corp™; Greater London; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

ADLIB Recruitment | B Corp™ is seeking a Technical Support Engineer in the United Kingdom. You’ll own investigations, manage incidents and work with clients and internal teams to improve support delivery, processes and documentation, with a focus on applying AI tools to speed triage and resolution.

You’ll join an experienced team, enjoy autonomy to make an impact, and benefit from flexible remote work with two days per month in Bristol or London, plus a strong development path.

Qualifications

• Commercial experience as a Technical Support Engineer in a digital agency or multi-client ecommerce environment.
• Strong SQL skills and experience investigating data-related issues.
• Experience troubleshooting web platforms, APIs, integrations and eCommerce systems.
• Working knowledge of Linux and command-line tools.
• Understanding of PHP, HTML, CSS and core web technologies.
• Knowledge of HTTP, SSL/TLS and DNS.
• Experience working within ticket management or service desk systems.
• Confidence using AI tools to support diagnosis, documentation and workflow improvements.
• Experience producing accurate technical documentation and knowledge base content.
• Exposure to Shopify, WordPress, Sanity, AWS or Kubernetes would be highly beneficial.

Responsibilities

• Act as the primary point of contact for client support requests, ensuring issues are investigated, resolved and communicated effectively.
• Manage support tickets within agreed service levels and work across a range of web platforms, CMS environments and eCommerce systems.
• Troubleshoot technical issues across platforms such as Shopify, WordPress and other CMS.
• Diagnose front-end and back-end problems, investigate integrations, review database records and identify root causes of incidents.
• Work with technologies including SQL, Linux, AWS, DNS, SSL/TLS, APIs and hosting environments.
• Act as escalation point for more complex issues, coordinate responses, contribute to runbooks and knowledge bases.
• Use AI as part of daily operations for ticket triage, diagnosis, documentation and workflow improvements.
• Identify opportunities to automate repetitive tasks to improve efficiency.

Skills

SQL

Linux

PHP/HTML/CSS

APIs

HTTP/DNS

Ticketing systems

AI tools

Documentation

Web technologies

Shopify

WordPress

Tools

AWS

Kubernetes

Sanity

Job description

ADLIB Recruitment | B Corp™ is seeking a Technical Support Engineer in the United Kingdom. You’ll own investigations, manage incidents and work with clients and internal teams to improve support delivery, processes and documentation, with a focus on applying AI tools to speed triage and resolution.

You’ll join an experienced team, enjoy autonomy to make an impact, and benefit from flexible remote work with two days per month in Bristol or London, plus a strong development path.