Technical Support Engineer

JR United Kingdom; Brighton; On-site; GBP 30,000; Full time

Job summary

A leading company in the Amazon CX space is seeking a Support Engineer to join their Bristol team. This role involves providing technical support to clients utilizing Amazon Connect, ensuring a streamlined experience through effective incident management. The successful candidate will receive comprehensive training and opportunities for career progression, ultimately enhancing your skills in support and software development.

Benefits

25 days of annual leave, increasing to 30 days

Pension plan with up to 8% employer contribution

Private medical insurance, extendable to family

Travel Insurance with health coverage

Qualifications

• Experience managing incidents in an ITIL-aligned environment.
• Solid grasp of IT infrastructure in cloud contact centers.
• Ability to work with multiple stakeholders effectively.

Responsibilities

• Resolve 1st and 2nd line support requests for clients.
• Develop strong customer relationships and ensure dependable support.
• Manage service changes including routing and call flows.

Skills

Incident Management

Analytical Thinking

Customer Relationship Management

Problem Resolution

Education

University Degree

Tools

Amazon Connect

Job description

Social network you want to login/join with:

Support Engineer | Bristol | Permanent | Up to £30,000 Per Annum

Peaple Talent have partnered with a client in Bristol on an exclusive basis to recruit for a Support Engineer to help support customers in the Amazon CX space.

Our client is looking for a skilled engineer with hands-on experience in Amazon Connect or related cloud contact centre platforms. This role sits within our client’s Support Team, with a core focus on assisting clients who use Amazon Connect and customized solutions.

Our client offers a comprehensive training program tailored to the successful candidate, including certification opportunities with our client’s technology partners. Our client actively supports career progression, with clear paths into advanced support, software development, or implementation roles.

As part of our client’s Amazon practice, this role serves as a technical point of contact for Amazon Connect within the Support Team. You’ll engage with clients to resolve 1st and 2nd line support requests and handle service changes, these may include updates to operating hours, modifications to routing and call flows, or changes to reporting outputs. You’ll also be expected to develop strong customer relationships by delivering dependable and knowledgeable support.

Key Experience Required:

• Proven experience managing incidents and resolving problems in a structured, ITIL-aligned technical setting.
• A university degree or equivalent professional experience is required.
• Solid grasp of IT infrastructure and systems, preferably within cloud-based contact centre environments.
• Familiarity with Amazon Connect is highly desirable.
• Exceptional analytical thinking and a methodological approach to troubleshooting, always aiming to deliver solutions that align with customer needs.
• Comfortable working across multiple stakeholder groups, including internal and external teams, up to director level.
• Ability to collaborate closely with project and program teams to transition new clients into day-to-day support operations.

The Package:

• Basic annual salary of £30,000 per annum.
• 25 days of annual leave, increasing to 30 days with continuous service.
• Pension plan, raising up to 8% of employer contribution.
• Private medical insurance, option to extend cover to family members.
• Travel Insurance, coupled with health coverage.