Support Technician (India Remote Role)

PepperHQ Limited; Greater London; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading tech startup in the UK is seeking a Technical Support Engineer to diagnose and troubleshoot software issues for customers using their SaaS platform. This remote position requires a minimum of one year of experience in technical support, excellent problem-solving skills, and a diploma in Information Technology. The role offers a competitive salary and opportunities for skill development. This position includes evening and weekend work on a rota basis.

Benefits

Competitive Salary

Opportunity to develop skills

Experience with great restaurant brands

Qualifications

• 1 year+ work experience as a Technical Support Engineer supporting enterprise SaaS solutions.
• Experience supporting software for Hospitality or Retail merchants.
• Ability to diagnose and troubleshoot basic technical issues.

Responsibilities

• Diagnose and troubleshoot software problems for customers.
• Act as a bridge between customers and internal technical resources.
• Triage incoming support tickets from customers.

Skills

Technical Support Engineer experience

Customer service experience

Diagnosis and troubleshooting

Excellent communication skills

Knowledge of hospitality or retail operations

Education

Diploma in Information Technology

BE/B.Tech/MCA degree in Computer Science

Job description

About Us

Peppper is a London-based startup on a mission to build the leading cloud and mobile SaaS platform for digitising traditional restaurant, coffee, and bar businesses. We deliver white‑labellled apps that allow businesses to handle mobile payments, loyalty, and marketing messages, thus engaging with their customers in real time and increasing sales and operational efficiency. We have around 1,000 locations live across the UK and US.

Job Description - Support Technician

We are looking for a Technical Support Engineer to provide assistance to our customers. You will diagnose and troubleshoot software problems and help our merchants resolve issues with their customer‑facing apps, integrations, and platform configuration. Merchants using the Pepper software for ordering, loyalty, marketing, and other customer‑facing journeys face all sorts of challenges when problems arise. You'll act as a bridge between the Pepper customers and internal technical resources. You'll take incoming support tickets from customers and triage and investigate them appropriately. To be qualified for this role, you should have a relevant technical qualification in Business IT Systems, Computer Science, or similar. You'll work with the UK‑based team daily and follow UK hours (1:30 pm – 10:30 pm IST).

This role will include some evening and weekend working on a rota basis.

Ideal Skills & Qualifications

• 1 year+ work experience as a Technical Support Engineer supporting enterprise SaaS solutions or very strong other customer service experience
• Experience implementing/installing or supporting software for Hospitality or Retail merchants
• Good understanding of computer software and mobile apps
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem‑solving and communication skills
• Ability to provide step‑by‑step technical help, both written and verbal
• Minimum qualification of a diploma in Information Technology, Computer Science, or a relevant field
• Knowledge of hospitality or retail operating practices would be beneficial

What’s in it for you

• Competitive Salary
• Excellent opportunity to develop your skills in a variety of areas
• Small team with experienced peers
• Work closely with some great restaurant brands (GBK, Young's Pubs, Revolution Bars)
• This is an opportunity starting ASAP.

Qualification

• BE/B.Tech/MCA degree in Computer Science, Engineering, or related field.

Location

• Fully Remote (Must visit Bangalore office once a month)