Support Engineer

Vetlexicon; Bartlow; Hybrid; GBP 18,000 - 28,000; Full time

Job summary

Vetstream Ltd (Vetlexicon) is seeking a graduate to join as a first-line technical support specialist, assisting with website production and maintenance, and supporting a global customer base including staff. The role offers hybrid working with 3 days in office and 2 days remote per week, and a clear path to progression after 12–18 months.

You will work with our growing Vetlexicon platform, contribute to AI tool testing, and collaborate with product, content, and commercial teams to implement

Qualifications

• Solid understanding of computers and Microsoft Office applications.
• Basic knowledge of web best practice and accessibility guidelines.
• Strong organisational skills and structured approach to deliver quality work on time.
• Strong analytical and problem-solving skills with a methodical approach.
• Takes ownership and knows when to escalate to appropriate team member.
• Proactive, enthusiastic mindset with ability to propose solutions.
• Customer-focused for internal and external customers.
• Demonstrates innovation and AI understanding in professional life.
• Experience in a service desk or helpdesk environment.
• Advanced knowledge of HTML and accessibility guidelines.
• Knowledge of SEO and Google Analytics.
• Knowledge of e-commerce.
• Familiarity with web technologies, APIs, or database management.
• Experience using ticketing or collaboration tools such as Asana, Slack, or similar.
• Exposure to GitHub or version control.
• Interest in veterinary science, animal health, or life sciences.

Responsibilities

• Support the technical team in maintaining and enhancing Vetlexicon's core platform for worldwide users.
• Assist testing of Vetstream's AI clinical diagnostic tool with product managers, developers, and content experts.
• Adopt new ways of working, including Agile, collaboration tools, and CI practices as the business modernises tech ops.
• Identify, document, and escalate technical issues.
• Collaborate with cross-functional teams to deliver technical solutions meeting business needs.
• Participate in sprint planning, stand-ups and retrospectives; take ownership of tasks.
• Engage in continuing professional development and seek feedback for growth.

Skills

MS Office

Web accessibility

Problem solving

Customer focus

AI understanding

Service desk

HTML

SEO

Google Analytics

E-commerce

APIs

GitHub

Asana/Slack

Veterinary interest

Tools

Asana

Slack

GitHub

Google Analytics

Job description

Contract Type- Permanent Employment Contract

Employing Entity- Vetstream Ltd (trading as Vetlexicon)

Reporting To- Product Manager

Location- Near Linton, Cambridgeshire, UK — Hybrid: 3 days in office, 2 days remote per week

About Vetstream & Vetlexicon

Vetstream is a world-leading provider of veterinary clinical knowledge, dedicated to supporting veterinary professionals with the most accurate, evidence-based information available. Founded with a mission to improve animal health outcomes globally, Vetstream has grown into a trusted partner for veterinary practices, academic institutions, and industry bodies across more than 100 countries.

Vetlexicon is Vetstream's flagship product — a comprehensive, peer-reviewed online clinical reference tool used daily by thousands of veterinary professionals worldwide. Covering species including dogs, cats, horses, rabbits, and exotic animals, Vetlexicon delivers clinically relevant, expertly authored content that supports diagnosis, treatment, and client communication at the point of care.

As Vetstream continues to grow, we are investing in innovation — including the development of a groundbreaking AI-powered clinical diagnostic tool that is transforming how veterinary professionals access and interact with clinical knowledge.

The business is at a transformation stage of its journey under the direction of a new CEO. The future of the business is driven by our ability to innovate the product and the service, to align with an evolving customer need with new routes to market.

We are looking for talented, motivated graduates to join us on this exciting journey. This is an entry level role with an opportunity to progress after 12-to-18-month role for the right candidate. Future opportunities within the business include product, support, architecture, sys admins or AI systems, but not limited to these.

This role is to offer first line technical support to a global customer base including staff, and to assist with website production and maintenance.

We are looking for someone who is proactive, accountability-driven, and enthusiastic about the intersection of technology and veterinary science. This role offers genuine exposure to a fast-growing business at an inflection point in its digital transformation.

We are a dog friendly work environment and often have numerous dogs in and around the team.

Key Responsibilities

• Support the technical team in maintaining and enhancing Vetlexicon's core platform, ensuring reliability and performance for users worldwide.
• Contribute to the testing of Vetstream's AI clinical diagnostic tool, working alongside product managers, developers, and clinical content experts.
• Assist in the adoption of new ways of working — including agile methodologies, collaborative tooling, and continuous integration practices — as the business modernises its technical operations.
• Identify, document, and escalation technical issues.
• Collaborate with cross-functional teams including content, product, and commercial to deliver technical solutions that meet business needs.
• Participate in sprint planning, stand-ups, and retrospectives, contributing fresh perspectives and taking ownership of assigned tasks.
• Engage in continuing professional development, actively seeking feedback and identifying areas for personal growth.

What This Role Offers You

• A genuine stepping stone into the veterinary technology industry.
• Mentorship from experienced technical professionals within a collaborative and supportive team environment.
• The opportunity to shape and contribute to a product that will have real-world impact on animal health outcomes.
• Experience working within an innovative, mission-driven organisation that is growing rapidly.

Person Specification

• A solid understanding of, and competency with, computers and Microsoft Office applications.
• Basic knowledge of web best practice and accessibility guidelines.
• Strong organisational skills and a structured approach, motivated by producing quality work within planned timescales.
• Strong analytical and problem-solving skills with a methodical, detail-oriented approach.
• Takes ownership of issues and sees them through to resolution, recognising when to upscale to the appropriate team member or manager.
• A proactive, enthusiastic and inquisitive mindset — someone who identifies problems and proposes solutions rather than waiting to be directed.
• Customer focused, for both internal and external customers.
• Can demonstrate innovation and AI understanding in professional and personal life.
• Experience working within a service desk or helpdesk environment.
• Advanced knowledge of HTML, web best practice and accessibility guidelines.
• Knowledge of Search Engine Optimisation (SEO) and Google Analytics.
• Knowledge of e-commerce.
• Familiarity with web technologies, APIs, or database management.
• Experience using ticketing or collaboration tools such as Asana, Slack, or similar.
• Exposure to version control such as GitHub.
• An interest in veterinary science, animal health, or life sciences more broadly.