Technical support( 2nd line )

Inclusion IQ LTD; Belfast; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

International travel

Company pension

Premium hardware for home use

Learning and growth opportunities

Job summary

Inclusion IQ LTD in Belfast is seeking a proactive 2nd Line Technical Support Engineer to join their growing team on a 6-month FTC. The role goes beyond routine helpdesk, focusing on in-depth diagnostics, data investigation, and cross-team collaboration to resolve complex issues in a modern ticketing environment.

You will own escalated tickets, reproduce problems, verify if setup errors or bugs, and document fixes for knowledge sharing.

Qualifications

• Around 2 years' experience in technical support or IT Helpdesk.
• Strong written and verbal communication with corporate customers.
• Basic understanding of APIs and databases.
• Experience with SaaS or software platforms is a bonus.

Responsibilities

• Take ownership of escalated tickets by examining logs, databases, and error reports.
• Reproduce issues in the platform to determine setup errors vs bugs.
• Identify data discrepancies and fix sync issues, e.g., billing name vs Microsoft account.
• Document fixes and provide notes for engineering and training the team.

Skills

Troubleshooting

Technical support

APIs

Databases

Communication

Billing basics

SaaS experience

Job description

Technical Support Engineer (2nd Line)

Belfast

6-month FTC

£30k-£32k Pro rata

We are partnering with a highly successful, scaling European e-commerce and technology company that simplifies how large-scale enterprise organisations globally manage and procure cloud software and services. While their roots are Nordic, Belfast serves as their central global operations hub. They have created a brilliant workspace here home to a small, close-knit, and ambitious team where hard work is noticed, and a strong work ethic is highly valued. What genuinely sets them apart is their leadership; the C-level management team is deeply caring, focused on authentic work-life balance, and invested in the personal growth of their people.

As they continue to scale their global footprint, they are looking for a sharp, communicative, and analytical 2nd Line Technical Support Agent to join them on an initial 6-month contract.

The Role

This isn't a standard, repetitive helpdesk role. Moving beyond basic password resets and logging tickets, you will focus on in-depth diagnostics, data investigation, and problem-solving in a modern ticketing environment. You will act as the vital bridge between complex customer queries, operational data, and internal technical teams.

Key Responsibilities

• Take ownership of trickier, escalated support tickets. You will look into system logs, databases, and error reports to find exactly where a process or data transfer went wrong.
• Test the platform yourself to reproduce the problems clients are experiencing, and check whether it is simply a setup error or an actual system bug.
• Look into data discrepancies. A regular part of your week will involve spotting and fixing sync errors—like when a billing name doesn't match the name on a Microsoft account.
• When a problem needs a code fix, you will gather the notes and evidence for our engineering team. You will also update the customer on what is happening in plain, write down the steps you took to fix new or unique problems so the rest of the team can learn from them and help customers faster next time.

The Person

• Ideally, around 2 years' experience in technical support, application support, or an IT Helpdesk, with experience handling trickier, previously escalated issues.
• Strong written and verbal skills. You need to feel comfortable communicating confidently with corporate customers as well as our internal tech teams.
• A basic understanding of how APIs and databases work. You don't need to know how to build them, just how they connect and share information.
• Comfortable reviewing data and handling simple billing or financial tasks, such as bank reconciliations.
• It would be a great bonus if you have previously worked with a SaaS or software platform, but it isn't essential.

Why this role?

This role is based full-time at their Belfast hub. It suits someone who thrives in a collaborative, in-person office environment with strong team camaraderie.

In return for your commitment and hard work, you will receive:

• A supportive, human-centric management culture that respects your time and well-being.
• High-quality, premium hardware and equipment for your home-use setup.
• Genuine opportunities for international travel.
• Company pension scheme.
• The chance to gain invaluable experience at a fast-growing international tech company during an exciting phase of scale.