Second Line Support Engineer, Veeqo

Veeqo Limited - L69; Swansea; Presencial; GBP 32.000 - 46.000; Jornada completa

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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.

Conocimientos

Technical support

Analytical skills

Customer experience

Educación

Bachelor's degree in computer science

Herramientas

PowerShell

Java

C#

Descripción del empleo

As a Second Line Support Engineer at Veeqo, you will serve as a technical expert, diagnosing, investigating, and resolving escalated incident tickets to provide consistent and high-quality service to our customers.

Key job responsibilities

• Diagnose, investigate, and resolve escalated support tickets in a timely manner, providing consistent and high-quality technical support, implementing workarounds where appropriate.
• Escalate complex issues or suspected system defects to the engineering team, providing detailed information and steps to reproduce the problem in order to facilitate timely resolution.
• Develop internal documentation and systems to help the support team improve their technical knowledge and troubleshooting ability.

About the team

Veeqo ( is Amazon’s Free Shipping and Inventory Management Software, allowing Amazon sellers to manage orders across a range of ecommerce websites and marketplaces and purchases shipping labels with the lowest commercial rates from major shipping carriers.

We are a transparent, collaborative organization that values driven, adaptable team members focused on getting the job done. We all approach every task with passion - no matter the scale. Our friendly, supportive team works hard but prioritizes a healthy work-life balance. We care about your personal life, family, and interests outside of work.

The office has a relaxed and welcoming atmosphere (and is dog-friendly!). We also organize monthly social events for the team to help bond and enjoy each other's company in a more casual setting.

The following article and video illustrates a bit more about Veeqo:

BASIC QUALIFICATIONS

• Experience in technical support, or experience in software development
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience working with customers with a passion for delivering exceptional service and experience troubleshooting and debugging technical systems

PREFERRED QUALIFICATIONS

• Bachelor's degree in computer science or equivalent
• Experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP)
• Previous experience working in a Support Desk environment and utilizing associated Support Desk software and processes would be an advantage.