Senior Technical Support Engineer

Quantexa; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading data solutions company in London is seeking a Technical Support Engineer who will act as the frontline of customer success, providing expert-level support for technical issues. The ideal candidate has experience in customer-facing roles and is skilled in troubleshooting complex issues while maintaining excellent communication. This position offers a competitive salary and an inclusive workplace culture.

Benefits

Competitive salary

Company bonus

25 days annual leave

Pension scheme

Private Healthcare

Life Insurance

Well-being days

Work from Home Equipment

Continuous Training and Development

Qualifications

• Experience in a customer-facing technical support role.
• Strong problem-solving and analytical skills.
• Skilled in reading and interpreting code for troubleshooting.

Responsibilities

• Provide Tier 2/3 technical support for Quantexa’s platform.
• Diagnose and resolve complex technical issues.
• Collaborate with engineering and product teams.

Skills

Customer-facing technical support

Problem-solving skills

Reading and interpreting code

Modern web application technologies

Excellent customer service

Ability to work independently

Proactive issue resolution

Tools

REST APIs

SQL databases

Elasticsearch

Spring Boot

Docker

Kubernetes

Cloud environments (AWS, GCP, Azure)

Git workflows

Job description

Overview

What we’re all about.

We find, when we come together in the pursuit of excellence, great things happen. And that’s how we do things at Quantexa – together. Our business is data, but our culture is collective. We’re about growth – but not just the bottom line. We create a culture where people feel empowered to do their best work. We might work across continents and time zones, but that doesn’t stop us from collaborating. We’re connected. We celebrate our successes together, and we unite to tackle the challenges. Nearly half of our colleagues come from an ethnic or religious minority background. We speak over 20 languages across our 47 nationalities, creating a sense of belonging for all.

At Q, we’re looking for people who share that vision. People like you.

The opportunity.

As a Technical Support Engineer, you will be the frontline of our customer success, providing expert-level support for Quantexa’s platform and solutions. You’ll work closely with client developers, engineering, and product teams to troubleshoot issues, deliver timely resolutions, and contribute to the continuous improvement of support processes.

What you’ll be doing

• Provide Tier 2/3 technical support for Quantexa’s platform, including data ingestion, entity resolution, and graph analytics.
• Diagnose and resolve complex technical issues across distributed systems, APIs, and data pipelines.
• Collaborate with engineering and product teams to escalate and resolve development challenges, bugs or feature requests.
• Maintain detailed documentation of issues, solutions, and best practices.
• Participate in on-call rotations and ensure Support SLAs are met.
• Contribute to knowledge base articles and internal tooling improvements.
• Support client onboarding and integration efforts when needed.

What you’ll bring

• Experience in a customer-facing technical support role, working directly with both technical and non-technical customers to diagnose and solve issues for high-profile clients against SLAs.
• Strong problem-solving and analytical skills; interpret documentation, logs and reproduce customer issues.
• Skilled in reading and interpreting code for effective issue analysis and troubleshooting
• Hands-on experience with modern web application technologies (must-have).
• Excellent customer service and clear, concise documentation skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-centric mindset with a proactive approach to issue resolution.
• Demonstrated accountability and ownership in resolving issues and driving continuous improvement.

Technical skills required

• Experience with JVM-based web applications (Quantexa uses Scala on the backend and TypeScript on the frontend).
• Familiarity with REST APIs, SQL databases, Elasticsearch, Spring Boot, or Apache Spark.
• Knowledge of containerized deployments such as Docker, Kubernetes, or OpenShift.
• Cloud environnements(e.g., AWS, GCP, Azure)
• Proficiency with build tools (Gradle, Maven), package managers (NPM), command-line interfaces on cloud/remote systems, Git workflows, and CI/CD tools like Jenkins.
• Proficiency in at least one programming language: Java, Scala, Python.
• Basic understanding of AI and machine learning concepts to support intelligent data processing and troubleshoot related platform components.

Nice to have

• Proven incident management skills, with the ability to manage the support lifecycle independently.
• Experience in enterprise software support or client-facing technical roles.

Our perks and quirks

What makes you Q will help you to realize your full potential, flourish and enjoy what you do, while being recognized and rewarded with our broad range of benefits.

• Competitive salary
• Company bonus
• 25 days annual leave (with the option of buying up to 5 days, and rolling over up to 10), plus national holidays + your birthday off!
• Pension scheme with a company contribution of 6% (when you contribute 3%)
• Private Healthcare with AXA, including dental & optic cover
• Life Insurance and Income Protection
• Regularly bench-marked salary rates
• Enhanced Maternity, Paternity, Adoption, or Shared Parental Leave
• Well-being days
• Volunteer Day off
• Work from Home Equipment
• Commuter, Tech and cycle to work schemes
• Octopus EV Salary Sacrifice scheme
• Free Calm App Subscription #1 app for meditation, relaxation and sleep
• Continuous Training and Development, including access to Udemy Business
• Spend up to 2 months working outside of your country of employment over a rolling 12-month periodwith our ‘Work from Anywhere’ policy
• Employee Referral Program
• Team Social Budget & Company-wide Socials

Our mission

We have one mission. To help businesses grow. To make data easier. And to make the world a better place. We’re not a start-up. Not anymore. But we’ve not been around that long either. What we are is a collection of bright, passionate minds harnessing complexities and helping our clients and their communities. One culture, made of many. Heading in one direction – the future.

It’s all about you

We want you to feel welcome, valued, and respected - because it’s your individuality and passion that make youQ. We see that, and we celebrate it. That’s why we’re proud to be an Equal Opportunity Employer.

We are committed to fostering an inclusive and diverse work environment, continuously improving to ensure everyone belongs. Our recruitment process is designed to be inclusive and accessible. If you need any reasonable adjustments or accommodations, please let our Talent Acquisition Team know - we’re happy to assist.

No matter your race, beliefs, color, national origin, gender, sexual orientation, age, marital status, neurodiversity, or abilities - whoever you are - if you\'re a passionate, curious, and caring human eager to push the boundaries of what’s possible, we want to hear from you.

start. don’t stop – Apply