Second-Line Support Engineer: Escalation & Troubleshooting

Veeqo; Swansea; On-site; GBP 30,000 - 45,000; Full time

Job summary

Veeqo Limited is seeking a Second Line Support Engineer in Swansea to diagnose, investigate and resolve escalated tickets, providing high-quality technical support to our customers. You will escalate complex issues to the engineering team with precise reproduction steps and help build internal docs to improve troubleshooting capabilities.

The role emphasizes proactive problem-solving, strong communication, and collaboration within a fast-growing ecommerce software team.

Qualifications

• Experience in technical support or software development.
• Strong analytical skills with attention to detail and effective communication.
• Experience working with customers delivering exceptional service and troubleshooting.

Responsibilities

• Diagnose, investigate, and resolve escalated support tickets promptly with quality technical assistance.
• Escalate complex issues to engineering with clear reproduction steps to speed resolution.
• Develop internal documentation to uplift the support team's technical knowledge.

Skills

Technical support

Analytical skills

Attention to detail

Communication skills

Education

Bachelor's degree in computer science or equivalent

Tools

Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby, PHP

Job description

Veeqo Limited is seeking a Second Line Support Engineer in Swansea to diagnose, investigate and resolve escalated tickets, providing high-quality technical support to our customers. You will escalate complex issues to the engineering team with precise reproduction steps and help build internal docs to improve troubleshooting capabilities.

The role emphasizes proactive problem-solving, strong communication, and collaboration within a fast-growing ecommerce software team.