Support Engineer - 2nd Line

Preservica; Remote; GBP 30,000 - 45,000; Full time

Job summary

A prominent SaaS company in the UK is looking for a Technical Support Specialist to assist customers with cloud-based solutions. You will troubleshoot technical issues, engage with diverse users, and manage relationships across varying technical abilities. Ideal candidates should have experience in SaaS environments, solid communication skills, and a passion for continuous learning. Competitive salary and growth opportunities are provided as part of a supportive team environment.

Benefits

Competitive salary

Annual training allowance

Tailored career development

Qualifications

• Proven experience in enterprise technical support or as a technical engineer in a cloud based SaaS environment.
• Experience with supporting cloud based applications.
• Understanding of web based / java application technologies.
• Experience with network technologies and troubleshooting.
• Exposure to M365 / SharePoint administration is a plus.

Responsibilities

• Support all aspects of system use for a diverse group of technical and non-technical users.
• Manage complex problem solving and issue replication.
• Communicate effectively with users of varied technical abilities.

Skills

Technical problem solving

Customer service excellence

Communication skills

Experience with cloud applications

Analytical skills

Tools

AWS

Apache

Tomcat

Python

SQL

M365

SharePoint

Job description

About the Role

Can you get to the heart of a user's technical issues? Do you intuitively grasp the workings of SaaS based application software? Do you get a buzz from solving that ticket?

About You

You will need a passion for customer service excellence, you enjoy interacting with customers, you thrive on solving technical problems and are driven by a desire to learn and enhance your knowledge and capabilities. You communicate well at all levels and through all channels.

As part of a growing team you will need to be self-motivated, highly organised and able to multitask and prioritise.

Ideally you will have experience with the technologies listed below but a desire to make a difference and help our customers are the most important qualities.

The Role

Our customers are a diverse group of technical and non-technical users spread around the world with your focus on UK and European customers. They mostly use cloud hosted solutions with some on‑premise and require remote support for all of their questions and issues.

This role will support all aspects of system use and will involve complex problem solving, issue replication, relationship management and communicating with all levels of technical ability both internally and externally.

Knowledge & Experience

• Proven working experience in enterprise technical support or as a technical engineer in a cloud based SaaS environment
• Experience supporting Cloud based applications.
• An understanding of web based / java application technologies (Apache, Tomcat, http(s), web services).
• Experience with network technologies and their troubleshooting.
• Experience with databases, APIs, and basic scripting languages (e.g., Python, SQL)
• Exposure to M365 / SharePoint admin functions
• XML experience would be desirable

Attributes

• Solid communication skills, both written and verbal. The ability and willingness to build positive working relationships with customers and colleagues.
• Problem‑solving and analytical skills that you can apply to solve technical problems and deliver results on time.
• Self‑motivated, delivery focused, works equally well independently and in teams.
• Highly organised with a strong command of detail. Comfortable with balancing priorities and multitasking.
• A passion for innovation and a desire to learn.

What We Offer

As well as a competitive salary and benefits package, we also offer great future prospects in a fast‑growing market sector. From improving your technical abilities to developing leadership skills, we can offer tailored career development based on your aspirations. This is supported by our focus on personal development and training — all our staff have an annual training allowance, which can be used to learn new technologies, develop soft skills or earn recognised professional qualifications.

Preservica are an Equal Opportunities Employer