Technical Support Engineer

Neoci Ltd; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading cloud communications provider in Manchester is seeking a Cloud Technical Support Engineer to provide first and second line support for customer solutions. The role involves troubleshooting complex issues, assisting with escalations, and contributing to knowledge management. Candidates should have experience in technical support, particularly with cloud solutions, and strong problem-solving abilities. This position provides opportunities for career progression within a supportive environment.

Qualifications

• Experience in technical support roles, particularly in cloud solutions.
• Strong problem-solving abilities and analytical skills.

Responsibilities

• Provide First & Second line Cloud Technical Support.
• Handle complex troubleshooting and assist with escalations.
• Contribute to knowledge management.

Job description

About Us

Founded in 2006 – We are a leading provider of cloud communications, data insights and payment solutions helping businesses deliver amazing interactions and experiences. We specialise in building scalable, secure, and cutting‑edge platforms that integrate seamlessly with modern communication technologies. We are a Twilio Gold partner, working with many UK and international organisations, including Automotive, Social Housing, Utilities, Charity, Government and many more. 2026 is a year of progression and growth as we develop and evolve our product portfolio, expand our reach and continue to build on our successes.

Role Overview

As a Cloud Technical Support Engineer, you will provide support for our customers solutions. You will handle complex troubleshooting, assist with escalations, and contribute to knowledge management whilst working under the direction of Head of Support.

Role & Responsibilities

Technical Support & Problem Resolution

• Deliver First & Second line Cloud Technical Support for our customer solutions.
• Troubleshoot issues within custom contact centre implementations
• Analyse system logs, error messages, and performance metrics to identify issues
• Implement fixes for a wide range technical queries and issues as they arise.
• Escalate particul...