Support Engineer

Torchbox; United Kingdom; Remote; GBP 35,000 - 43,000; Full time

Job summary

Torchbox is seeking a proactive Support Engineer to enhance client services. This role involves resolving application issues, implementing upgrades, and improving processes while ensuring excellent communication. Ideal candidates will possess strong problem-solving skills and technical proficiency in Python and Django. Join a 100% employee-owned company dedicated to purpose-led business.

Benefits

Co-Ownership

Competitive Salary

Ethical Pension Scheme

Training and Conference Budget

Paid Time Off to Volunteer

Health Schemes

Electric Car Salary Sacrifice Scheme

Wellness Programme

Qualifications

• 2+ years in a technical support or application maintenance role.
• Proactive in suggesting process and tool improvements.

Responsibilities

• Resolve application issues and implement upgrades.
• Maintain excellent communication with clients and internal teams.

Skills

Problem-Solving

Communication

Collaboration

Attention to Detail

Tools

Python

Django

Git

JIRA

Linux

Job description

All salaries listed on our roles are based on UK salary bands, however if you’d like more information on the bands for your country give us a shout.

We’re looking for a proactive, collaborative, and technically skilled Support Engineer.

At Torchbox, the support function is a vital part of keeping our client services running smoothly. Reporting to the Lead Support Engineer, you’ll be responsible for resolving application issues, implementing upgrades, and improving support processes, all while maintaining excellent communication with clients and internal teams.

A bit about Torchbox

We design and build digital products and services for international NGOs, governments and universities; we’re the digital marketing specialists for many of the biggest charities in the UK; and we created Wagtail CMS, used by Google, NASA, the NHS and thousands more.

Our diverse team of over 120 people is mostly UK-based but with a significant presence in Manila as well as a network of people around the world.

We are on a mission to set a new standard for a purpose-led business. Torchbox is 100% employee-owned - everyone is a co-owner from day one and we are building an amazing, progressive ownership and learning culture. If you are excited about this mission, it’s a great time to join.

What we’re looking for

We’re looking for someone who is passionate about solving problems and embraces the unexpected. On-call incident response outside of UK business hours will be required for this role on a rotated basis including coverage for US timezone and regular (monthly) weekend cover.

If you are methodical, proactive, and thrive in the fast pace of incident resolution you’ll find this role rewarding. You’ll play a key role in delivering great support experiences that will have a real impact on our clients and our business. We’re building a team that values support work as a discipline in itself, and we’re looking for someone who’s committed to growing in this space and helping us set the standard for brilliant support.

Role requirements

The human

Strong problem-solving and troubleshooting abilities

Excellent communication skills—able to translate tech talk for non-tech audiences

Team player with great cross-departmental collaboration skills

High attention to detail and calm under pressure

Proactive in suggesting process and tool improvements

The technical

Available for Incident response outside of UK business hours

Proficiency in Python, Django, and ideally Wagtail

Comfortable working in (git) version-controlled environments

Experience writing automated tests

Familiarity with incident management and ticketing systems (e.g. JIRA, Monday)

Solid understanding of QA practices

2+ years in a technical support or application maintenance role

Awareness of application security best practices

Command-line skills in a Linux/Unix-like environment

Experience with hosting platforms (e.g. Heroku)

Exposure to DevOps practices and monitoring tools

What we offer

Become a co-owner of Torchbox, shape our success and share in the rewards

Work with awesome clients doing rewarding, purposeful work

Competitive salary + annual review + bonuses

Ethical pension scheme, with a 6% contribution from Torchbox

Fully remote, hybrid, office full-time, whatever works for you

Training and conference budget to discover new ideas

Paid time off to volunteer for causes that matter to you

Health schemes and access to mental health support

Electric car salary sacrifice scheme (UK only)

Wellness programme and cycle-to-work scheme, alongside other lovely things that are good for you and the environment

Some pretty epic socials (virtual and in-person), weekly free veggie lunches in the office and a bunch of other cool stuff we’d love to tell you about

The money bit

£35,616 - £43,000 per annum + a tax-free co-owner bonus & profit share

At Torchbox, you’re not just an employee— you’re a co-owner from day one . We’re 100% employee-owned, which means you get a say in how we run things, and you directly share in our success.

Tax-Free Co-Owner Bonus : A guaranteed £3,600 per year , paid quarterly (£900 every 3 months)

Profit Share Scheme : Over the last 2.5 years we have paid out an average of 14.5% of salary per annum, which equals 2.5 extra months of pay per year.

Recruitment Timeline

The closing date for this role is Wednesday 28th May 2025 .

We’ll be reviewing applications after the role closes . You might not hear from us straight away, but we really appreciate your patience - we’ll be in touch as soon as we can after the deadline.

The application process will consist of three stages:

Submit your CV and a covering letter demonstrating your skills and expertise.

30-minute screening interview, held remotely. We’ll ask about your background, interest in the role, and some technical questions. You’ll also get a chance to learn more about Torchbox. There may be a technical take-home assessment.

90-minute final stage interview, held remotely with 3 members of the Torchbox team.

If you need help or have questions - give us a shout - [e-mail] or leave us a voice message on [phone]