Technical Support Engineer

Inpost Uk; Hemel Hempstead; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Enhanced Annual Leave

AXA Health Care

Work from Anywhere – 4 Weeks per year

Enhanced Parental Leave

Rail Loan

Volunteering Days

Hybrid Working

Job summary

InPost UK is seeking a Technical Support Engineer to join our Network Health team in Hemel Hempstead. This hybrid role keeps the Automated Parcel Machine network running 24/7, diagnosing software, hardware and peripheral issues with strong teamwork and customer focus.

You'll analyze logs, write SQL scripts, and collaborate with field technicians and R&D across the UK and Poland while building documentation and training others.

Qualifications

• Recent graduate with a relevant degree or experience.
• Knowledge of SQL and interest in technology.
• Interest in electrical and mechanical engineering.
• Strong communication and customer service skills.
• Ability to work across cultures and locations.

Responsibilities

• Troubleshoot and resolve tickets to meet SLAs.
• Provide remote guidance to field engineers via phone and email.
• Analyse APM logs and identify trends.
• Write SQL scripts for data extraction and automated reporting.
• Support Service Desk with complex technical queries.
• Create and maintain APM documentation.
• Run training sessions on APM operations.
• Test software/hardware changes in our test environment.
• Collaborate with R&D teams in the UK and Poland.

Skills

SQL

Communication skills

Customer service

Cross-cultural collaboration

Problem solving

Education

Relevant degree

Tools

Grafana

Zabbix

Kibana

Excel

Word

PowerPoint

Job description

Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a Technical Support Engineer to join our Network Health team!

Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.

At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.

About the role:

InPost is one of Europe's fastest-growing parcel delivery networks, and our Automated Parcel Machines or APMs are at the heart of what we do. As a Technical Support Engineer, you'll be instrumental in keeping that network running. Diagnosing and resolving software, hardware, and peripheral issues to ensure our APMs operate without interruption 24 hours 7 days a week.

Reporting to our Technical Support Manager, you'll sit at the exciting intersection of field engineering and software support, a hybrid role that requires both technical precision and great communication skills. You'll work closely with field technicians and service desks across the UK and Poland, and with our R&D teams to help drive smarter solutions. Experience with SQL or Python is a bonus, but what matters most is your curiosity, drive, and willingness to learn.

What you’ll be doing:

• Proficiently troubleshoot, resolve, and escape tickets based on priority to ensure compliance with Service Level Agreements (SLAs).
• Provide remote technical guidance and assistance to field service engineer team via phone and email, ensuring swift resolution and minimal disruption to our Automated Parcel Machine (APM) network.
• Analyse APM logs to identify underlying issues and emerging trends, enabling proactive problem-solving using tools such as Grafana, Zabbix, and Kibana.
• Write, edit, and create SQL scripts to extract data and build automated reporting solutions.
• Support the Service Desk team by addressing complex technical queries that require in-depth analysis and resolution.
• Create, develop, and maintain comprehensive APM documentation, ensuring accuracy and accessibility for all stakeholders.
• Conduct training sessions on APM operations for internal and external stakeholders, sharing expertise and best practice.
• Stay ahead of upcoming software and hardware changes by performing testing in our dedicated test environment alongside the field team.
• Collaborate and share knowledge with Research & Development (R&D) teams across the UK and Poland to drive improved system solutions.

What we need from you:

• A recent graduate with a relevant degree and/or experience in technical support environment.
• Knowledge or database models, SQL and general interest in technology.
• A genuine passion for electrical and mechanical engineering and how systems work.
• A dynamic, solutions-focused mindset with the ability to tackle complex challenges creatively.
• Excellent communication skills, confident building relationships across cultures and with teams in multiple locations.
• Outstanding verbal and written communication, ensuring clear and impactful interactions with colleagues and stakeholders.
• Strong customer service and interpersonal skills, with the ability to support end-users in a professional and empathetic manner.
• Proficiency in Microsoft Excel, Word, and PowerPoint for data analysis, documentation, and presentations.

Please note: This role is based at our Hemel Hempstead office, with a minimum of 3 days per week on-site.

Benefits:

• Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
• AXA Health Care
• Work from Anywhere – 4 Weeks per year
• Enhanced Parental Leave
• Rail Loan
• Volunteering Days
• Hybrid Working (Role suitability dependent)

The InPost process:

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.