Second-Line Support Engineer: Escalations & Diagnostics

Veeqo Limited - L69; Swansea; On-site; GBP 32,000 - 46,000; Full time

Job summary

Veeqo Limited - L69 is seeking a Second Line Support Engineer to diagnose and resolve escalated tickets, working with the engineering team to address defects and improve processes. The role emphasizes analytical thinking, high-quality customer service, and documentation to strengthen the support function.

We value a collaborative, dog-friendly, and healthy work-life balance environment, with opportunities to contribute to improvements in how we support customers across ecommerce platforms.

Qualifications

• Experience in technical support or software development with strong analytical skills.
• Effective communication and attention to detail when helping customers troubleshoot.

Responsibilities

• Diagnose, investigate and resolve escalated support tickets in a timely manner.
• Escalate complex issues to engineering with clear reproduction steps.
• Develop internal docs to improve the support team's knowledge.

Skills

Technical support

Analytical skills

Customer experience

Education

Bachelor's degree in computer science

Tools

PowerShell

Java

C#

Job description

Veeqo Limited - L69 is seeking a Second Line Support Engineer to diagnose and resolve escalated tickets, working with the engineering team to address defects and improve processes. The role emphasizes analytical thinking, high-quality customer service, and documentation to strengthen the support function.

We value a collaborative, dog-friendly, and healthy work-life balance environment, with opportunities to contribute to improvements in how we support customers across ecommerce platforms.