Technical Support Engineer

ZipRecruiter; Bristol; On-site; GBP 30,000; Full time

Job summary

Une entreprise basée à Bristol recherche un Support Engineer pour assister ses clients travaillant avec Amazon Connect. Ce rôle implique la solution de problèmes complexes dans un environnement technique, tout en offrant des possibilités de progression de carrière et des certifications. Les candidats doivent avoir une expérience démontrée dans la gestion des incidents ainsi que des compétences en collaboration inter-équipes.

Benefits

25 jours de congés annuels, augmentant à 30 jours

Plan de pension avec contribution de l'employeur jusqu'à 8%

Assurance médicale privée

Assurance voyage avec couverture santé

Assurance protection du revenu

Assurance vie de 4x votre salaire

Programme d'assistance aux employés

Réductions via un programme d'avantages

Qualifications

• Expérience avérée dans la gestion d'incidents en environnement ITIL.
• Bonne compréhension de l'infrastructure IT, idéalement dans des environnements de centres d'appels basés sur le cloud.
• Capacité à travailler avec divers groupes de parties prenantes.

Responsibilities

• Fournir un support technique de premier et deuxième niveaux aux clients.
• Développer de solides relations avec les clients en offrant un support fiable et informé.
• Gérer les modifications de service et les demandes des clients.

Skills

Analytical Thinking

Problem Solving

Customer Support

Collaboration

Education

University Degree or Equivalent

Tools

Amazon Connect

Job description

Job Description

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.
• Income protection insurance.
• Life assurance of 4x your salary.
• Employee Assistance Program.
• Discounts through perks scheme.