Second Line Support Engineer

Connexai; Manchester; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Remote work not applicable

Job summary

Connexai, based in Manchester, is seeking an Enterprise Support Engineer to join the 2nd Line Support team. You will analyse logs, troubleshoot complex issues, and help deliver AI-powered customer solutions across our platform.

You’ll work with PostgreSQL, APIs, JSONata, and in-house conversational AI tech, collaborating with Development and AI teams and owning projects from requirements through to implementation.

Qualifications

• Experience in troubleshooting software or technical products.
• Strong analytical and problem-solving abilities.
• Comfortable with customer-facing roles and stakeholders.

Responsibilities

• Investigate and resolve complex technical issues for enterprise customers.
• Analyse logs, data, and system behaviour to identify root causes.
• Write and troubleshoot PostgreSQL queries.
• Support APIs, integrations and data flows across the platform.
• Configure and improve AI voice and chat solutions.
• Collaborate with Development and AI teams on escalations and project delivery.

Job description

We're a conversational AI company building technology that helps organisations improve customer interactions through voice AI, chat AI and automation. Our platform is used globally across industries, including financial services, retail, healthcare, telecoms and utilities.

Based in Manchester, we're a fast-growing company with teams across multiple regions, combining cutting-edge AI technology with a strong focus on customer success.

The Role

We're looking for an Enterprise Support Engineer to join our 2nd Line Support team.

This is a technical, problem-solving role where you'll investigate complex issues, work with enterprise customers and help deliver solutions across our platform. You'll analyse logs, troubleshoot software behaviour, work with databases and integrations, and collaborate closely with Development and AI teams.

You'll gain hands-on experience with PostgreSQL, APIs, JSONata, third-party integrations and our in-house conversational AI technology. You'll also support AI-driven voice and chat solutions, helping refine customer experiences and improve how our systems perform in production.

As you grow, you'll take ownership of projects, work directly with customers and become a key technical point of contact.

Responsibilities

• Investigate and resolve complex technical issues
• Analyse logs, data and system behaviour
• Write and troubleshoot PostgreSQL queries
• Support APIs, integrations and data flows
• Configure and improve AI voice and chat solutions
• Work with Development teams on escalationsDeliver customer projects from requirements through to implementation

What We're Looking For

• Strong analytical and troubleshooting skills
• A methodical approach to solving problems
• Experience supporting software, platforms or technical products
• Confidence working with customers and stakeholders
• Ability to research and learn independently
• Interest in databases, APIs and modern technology
• Comfortable working a 4-on / 4-off shift pattern

Nice To Have

• AI, prompt engineering or conversational AI exposure
• JSONata or similar transformation tools
• SIP, VoIP or contact centre technology knowledge