Technical Support Engineer

SRC Recruitment Ltd; Remote; GBP 60,000 - 80,000; Full time

Job summary

A global software company is seeking a passionate Technical Support Engineer to join their remote support team. In this role, you will be the key technical contact for customers, addressing complex technical issues and serving with a customer-first mindset. Ideal candidates should possess strong communication skills, technical knowledge in both Windows and Linux environments, and a demonstrable ability to build rapport with customers. This opportunity offers significant training and development support along with flexible remote work.

Benefits

Remote work flexibility

Pension contribution

Cycle-to-work scheme

Training and development support

Qualifications

• Strong ability to build rapport and trust with customers.
• Excellent verbal and written communication skills.
• Solid problem-solving abilities and a solution-driven approach.
• Proven technical knowledge in Windows and Linux environments.
• Experience supporting business-critical systems.

Responsibilities

• Provide effective technical assistance to customer inquiries via phone and email.
• Remotely troubleshoot and resolve software issues.
• Document customer interactions, incidents, and solutions.
• Collaborate with support engineers and cross-functional teams.
• Contribute to the customer knowledge base.

Skills

Ability to build rapport with customers

Excellent verbal communication skills

Excellent written communication skills

Problem-solving abilities

Proven technical knowledge in Windows environments

Proven technical knowledge in Linux environments

Tools

Virtualization

Networking

High Availability

Backup

Job description

Technical Support Engineer - Remote

Overview of Technical Support Engineer

Our client, a rapidly growing global software company, is seeking a talented and enthusiastic Technical Support Engineer to join their technical support team. This is a great opportunity for someone who is passionate about technology and enjoys solving complex customer issues.

In this role, you will serve as the primary technical point of contact for customers, embodying a customer-first mindset. The ideal candidate will be driven by continuous learning, thrive in a dynamic environment, and be committed to delivering exceptional support to enterprise customers.

This position is remote , and looking for candidates based in the UK.

Key Responsibilities of Technical Support Engineer

• Provide prompt and effective technical assistance to customer inquiries via phone and email, adhering to SLA requirements.
• Remotely troubleshoot and resolve software issues; elevate complex incidents to appropriate teams as needed.
• Accurately document customer interactions, incidents, and solutions in the internal ticketing system.
• Collaborate with other support engineers and cross-functional teams to ensure issue resolution.
• Reproduce and analyze customer-reported incidents to assist in root cause analysis.
• Contribute to the customer knowledge base by creating clear and helpful articles.
• Participate in on-call rotation for out-of-hours support.
• Engage in ongoing training to stay up to date on product developments and expand technical skills.
• Maintain a professional and empathetic attitude, even in high-pressure or challenging support situations.
• Analyze application log files to support troubleshooting and resolution.

Required Skills and Experience of Technical Support Engineer

• Strong ability to build rapport and trust with customers.
• Excellent verbal and written communication skills.
• Solid problem-solving abilities and a solution-driven approach.
• Proven technical knowledge in Windows and Linux environments.
• Experience supporting business-critical systems and prioritizing escalations.

Preferred Qualifications for Technical Support Engineer

• In-depth knowledge of both Windows and Linux operating systems.
• Experience with technologies such as Virtualization, Networking, High Availability, and Backup.
• Previous collaboration with internal development or engineering teams to resolve issues.
• Ability to manage multiple cases and work efficiently in a high-volume environment.
• Familiarity with enterprise storage platforms (e.g., NetApp, Dell, Nutanix).
• Working knowledge of Microsoft Server and domain administration.
• Exposure to cloud infrastructure like AWS or Azure.

Benefits

• Remote work flexibility
• Pension contribution
• Cycle-to-work scheme (if applicable)
• Training and development support