Technical Support Engineer

Reggie & Cole; Egham; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A progressive SaaS company in Egham is seeking a Technical Support Engineer with a focus on API troubleshooting and customer support. This hybrid role entails investigating application behavior, analyzing data, and collaborating with various teams to resolve customer issues efficiently. Ideal candidates have experience in application support and a strong customer service mindset. Join a supportive team environment that champions growth within the technical realm.

Benefits

Supportive culture

Opportunity for technical growth

Hybrid working arrangement

Qualifications

• 1st or 2nd line Application/Technical Support experience required.
• Strong communication skills necessitated for customer interactions.
• Experience with REST APIs and data integrations is essential.

Responsibilities

• Provide technical support via ticketing systems, email, and phone.
• Investigate and troubleshoot API-related issues and integrations.
• Use SQL queries to validate data during investigations.

Skills

Application / Technical Support Experience

Customer Support Mindset

API Troubleshooting

SQL Knowledge

Ticket-Driven Environments

Analytical and Detail-Oriented

ITIL Knowledge

Job description

Technical Support Engineer (API-Focused)

Salary: Up to £35,000 + 10% Bonus

Location: Egham | Hybrid (2 days onsite)

Interview Process: Two stages

Looking to step up from 1st / 2nd line into a more analytical support role?

This is a great opportunity for a technically curious support engineer who enjoys digging into problems, working with APIs, and supporting customers on a modern SaaS platform.

You’ll be joining a growing, forward-thinking SaaS company whose cloud-based technology underpins the delivery experiences of some of the UK’s fastest-growing brands.

The Role

As a Technical Support Engineer, you’ll act as a key escalation point for customer issues, with a strong focus on API support and investigation. You’ll troubleshoot application behaviour, analyse data where required, and work closely with engineering and service teams to ensure a smooth customer experience.

This role is well suited to someone coming from a 1st or 2nd line background who wants to move away from pure volume ticket handling and into more technical, problem‑solving support.

Key Responsibilities

• Provide high‑quality technical support via ticketing systems, email, and phone
• Investigate and troubleshoot API‑related issues, integrations, and application behaviour
• Analyse issues using logs, API responses, and application data
• Use SQL queries to support investigations and validate data where required
• Communicate clearly with customers, translating technical findings into plain English
• Escalate defects and complex issues to development teams with clear technical detail
• Help customers get the most value from the platform through guidance and support

Skills & Experience

• Experience in 1st or 2nd line Application / Technical Support
• Strong customer support mindset with excellent communication skills
• Experience supporting or troubleshooting APIs (REST, JSON, integrations, etc.)
• Working knowledge of SQL and querying databases for investigation purposes
• Comfortable working in ticket‑driven, SLA‑focused environments
• Analytical, detail‑oriented, and keen to understand how systems really work
• ITIL knowledge or certification (desirable, not essential)

What’s on Offer

• Salary up to £35,000
• Hybrid working (2 days per week onsite)
• Supportive, people‑first culture
• Opportunity to grow technically within a well‑established SaaS business

Please note : Sponsorship is not available for this role.