Technical Support Engineer

Salt; England; Remote; GBP 35,000 - 50,000; Part time

Job summary

A leading tech company is seeking a Technical Support Engineer specializing in API and microservices. This remote role involves delivering exceptional client support, diagnosing technical issues, and liaising with cross-functional teams. Ideal candidates will have a Bachelor’s degree in Computer Science, experience in technical support, and strong communication skills. Join a team that values client satisfaction and continuous improvement. This is a contract position focused on IT services.

Qualifications

• Experience as a Technical Support Engineer in a large organization.
• Strong technical knowledge of microservices and network troubleshooting.
• Ability to articulate technical concepts to non-technical stakeholders.

Responsibilities

• Deliver exceptional client support, resolving issues swiftly.
• Monitor and report on support metrics for performance analysis.
• Act as a communication bridge between clients and internal teams.

Skills

Client-facing communication skills

Technical proficiency in APIs

Analytical and problem-solving abilities

Self-motivated

Fluency in English

Education

Bachelor’s degree in Computer Science or equivalent

Tools

Salesforce

ServiceNow

Grafana

New Relic

Job description

Technical Support Engineer (API & Microservices) – Software Solution - Remote

Duration: 9 months

Start: 5th January 2026

My client is looking for a Technical Support Engineer to join our team on a freelance basis. You will play a key role in delivering exceptional technical support for a suite of API-based software microservices and associated fintech products. This role requires strong technical capability, excellent client-facing communication skills, and the ability to operate in a fast-paced and evolving environment.

Key Responsibilities

• Deliver an exceptional client support experience, maintaining end-to-end accountability for resolving issues and providing timely updates.
• Provide hands‑on technical support for API-based microservices, troubleshooting connectivity issues, microservice interactions, software components, and network‑related problems.
• Diagnose and resolve technical incidents, escalating appropriately while maintaining ownership of client communication.
• Liaise cross‑functionally with Engineering, Product Management, Cloud Operations, and other teams to resolve complex technical issues.
• Support the setup, optimisation, and ongoing management of support processes and tools, with a flexible mindset as systems evolve.
• Act as the central communication bridge between the client and internal teams, ensuring updates remain accurate and consistent in a single source of truth.
• Ensure all support issues are documented and recorded, and encourage clients to raise issues through formal support channels rather than informal ones (e.g., Slack).
• Monitor, analyse, and report on support metrics to identify trends, performance against SLAs, and areas for improvement.
• Produce monthly reports to track support KPIs and service performance over time.
• Develop and maintain documentation, including support processes, troubleshooting guides, FAQs, and knowledge articles.
• Contribute to a culture of continuous improvement, internal knowledge sharing, and operational excellence.
• Build and maintain strong client relationships, ensuring high customer satisfaction.
• Stay informed on the latest developments in our product and service offerings.

Skills & Attributes

• Strong interpersonal and client-facing communication skills.
• Impeccable written and spoken English.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
• Proven experience as a Technical Support Engineer (preferably in a large organisation).
• Strong technical proficiency in APIs, microservice architectures, software development fundamentals, and network troubleshooting.
• Flexible mindset capable of balancing interim processes with a long-term, scalable vision.
• Excellent analytical and problem-solving abilities.
• Ability to clearly articulate technical concepts to non-technical stakeholders.
• Self-motivated, able to work independently or as part of a team.
• Strong client-focus and a commitment to delivering world-class support.
• Professional, friendly, and highly detail-oriented.

Preferred Qualifications

• Experience with Accounting and/or AI-related technologies.
• Familiarity with support ticketing systems and CRMs (e.g., Salesforce, ServiceNow).
• Certifications related to technical support, SRE, cloud operations, or relevant technologies.
• Experience with observability tools such as Grafana or New Relic.
• Fluency in French or German (strong bonus).
• Experience collaborating with Legal, Public Affairs, or Communications teams.
• Background in Account Management or Client Success.

Team Structure & Logistics

• You will join a team of four Support Engineers, operating on a weekly on‑call rotation (approximately once every 4 weeks).
• During your on‑call week, you must be contactable during bank holidays for incident response.
• Coordination of annual leave with other team members is expected to ensure full coverage.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology and Consulting

Industries

IT Services and IT Consulting, Software Development, and IT System Training and Support