Technical Support Engineer

InPost Ltd.; Hemel Hempstead; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Enhanced Annual Leave 26 Days + Buy-2

AXA Health Care

Work from Anywhere – 4 weeks

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. You’ll diagnose and resolve software, hardware, and peripheral issues to keep our Automated Parcel Machines running 24/7.

Based at Hemel Hempstead with a minimum on-site presence, you’ll troubleshoot tickets, provide remote guidance to field engineers, analyse logs with Grafana/Zabbix/Kibana, write SQL scripts for automated reporting, and collaborate with R&D across the UK and Poland.

Qualifications

• Recent graduate with a relevant degree or experience in technical support.
• Strong knowledge of databases, SQL and general interest in technology.
• Passion for electrical and mechanical systems and how they function.
• Solution-focused mindset with ability to tackle complex challenges creatively.
• Excellent communication skills across cultures and locations.
• Strong verbal and written communication for clear stakeholder interactions.
• Strong customer service and interpersonal skills for end-users.

Responsibilities

• Troubleshoot, resolve, and upgrade tickets to meet SLAs.
• Provide remote technical guidance to field service engineers via phone and email.
• Analyse APM logs to identify issues and trends using Grafana, Zabbix, Kibana.
• Write SQL scripts to extract data and build automated reporting solutions.
• Support Service Desk with complex technical queries and resolutions.
• Create, develop, and maintain APM documentation for stakeholders.
• Conduct training sessions on APM operations for internal and external audiences.
• Test software/hardware changes in the dedicated test environment with the field team.
• Collaborate with R&D teams in the UK and Poland to improve system solutions.

Skills

Troubleshooting

SQL scripting

Communication

Customer service

Data analysis

Documentation

Problem solving

Education

Relevant degree

Tools

Grafana

Zabbix

Kibana

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.

What you’ll be doing:

• Proficiently troubleshoot, resolve, and upgrade 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:

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

We're looking for naturally curious, driven people who thrive in a fast-paced environment, someone who loves solving problems, isn't afraid to do things differently, and takes real pride in doing them brilliantly.

• 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.

We love to reward our people for the great work they do:

• Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year More time for you to relax, explore, and enjoy life.
• AXA Health Care Stay healthy and happy with our top-notch health coverage.
• Work from Anywhere – 4 Weeks per year Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.
• Enhanced Parental Leave We support you during those precious family moments.
• Rail Loan Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a more affordable interest free repayment over the year.
• Volunteering Days Take a paid day to make a difference in your community
• Hybrid Working (Role suitability dependent) We innovate, collaborate and optimise by coming together 3 days per week in the office

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.