Technical Support Engineer

Gbvltd; Manchester; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

Gbvltd is seeking a Technical Support Engineer to join their customer support team. This role involves providing exceptional customer service for their AI-powered technology platform, troubleshooting technical issues, and conducting training sessions. Candidates should possess strong problem-solving abilities and a relevant undergraduate degree, along with a commitment to high-quality customer experiences.

Qualifications

• Minimum of 2 years' experience in a technical support role.
• Excellent written and verbal communication skills.
• Passion for delivering exceptional customer experiences.

Responsibilities

• Deliver world-class customer service as part of the support team.
• Manage support tickets efficiently and adhere to SLA targets.
• Conduct interactive customer training sessions.

Skills

Customer service

Problem-solving

Technical troubleshooting

Analytical skills

Education

Undergraduate degree

Job description

GBV Ltd Manchester, England, United Kingdom

Technical Support Engineer

GBV Ltd Manchester, England, United Kingdom

1 week ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

This range is provided by GBV Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from GBV Ltd

I have an immediate need for a Technical Support Engineer who would be interested in working for a Manchester based scale-up business that are involved in the AI-powered technology space.

The business is seeking an experienced and customer-focused Technical Support Engineer to join our world-class support team. In this role, you will be the front line of support for our cutting-edge data summarization platform, ensuring our customers receive timely and effective assistance.

Key responsibilities are, but not limited to:

• Representing the Support Team and delivering world-class customer service, as an extension to our Customer Success, Implementation and Development Teams.
• Efficiently managing a high volume of support tickets across various channels while adhering to strict SLA targets.
• Prioritising and responding to customer inquiries with urgency, providing clear communication and tailored solutions.
• Communicating directly with customers to help gather information and troubleshoot issues.
• Escalating complex issues to appropriate teams and driving resolution in a timely manner.
• Conduct interactive customer training sessions to improve user proficiency and enable customers to maximise the value of the company platform.
• Developing in-depth product knowledge to help customers with more complex technical setups, such as SSO and integrations.
• Foster a culture of continuous learning by sharing best practices and insights across the organisation.
• Meticulously recreate reported issues, documenting comprehensive steps to reproduce and provide all necessary data to the Development team.
• Collaborate with Development to validate bug fixes and test new feature releases, ensuring high-quality standards.
• Author detailed playbooks and FAQs to standardise issue remediation processes and enable self-service resolution.
• Leverage data and insights to identify areas for process improvements and knowledge gaps.
• Develop, maintain, and look to constantly improve our Support process, including how we triage and prioritise issues, how we gather information and recreation steps, how we communicate externally and internally, how we measure our effectiveness, etc. Responsible for ensuring the relevant teams and individuals follow the process.

Qualifications & Attributes:

• Undergraduate degree (e.g. Bachelor’s degree) in a relevant subject such as Law, Business, Finance or similar desirable.
• Minimum of 2 years’ experience in a technical support role, preferably within SaaS or enterprise software.
• You will have worked on Product Support
• Strong problem-solving and analytical skills with the ability to quickly diagnose and resolve technical issues.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts early.
• Passion for delivering exceptional customer experiences and a commitment to continuous learning.
• Any interest in the AI domain.

As a Technical Support Engineer, you’ll be the first point of contact for our users when they need help, working closely with teams across the business to make sure issues are understood and resolved quickly. You’ll handle support tickets, talk directly with customers to troubleshoot problems, and escalate anything complex to the right team. You’ll also help run training sessions, write up useful guides, test new features before they go live, and work to improve how we manage and respond to support requests. It’s a hands-on role where you’ll really get to know the product and play a key part in making sure our users have a great experience.

This role will be pay between £30-38k and required someone who is prepared to work US East Coast hours (1 or 2pm start till 9 or 9.30pm UK hours) - THIS IS ESSENTIAL.

You must be prepared to potentially go to the Manchester office on sporadic occasions (at very most, 1 x per month).

Please apply now.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media

Referrals increase your chances of interviewing at GBV Ltd by 2x

Sign in to set job alerts for “Technical Support Engineer” roles.

Manchester, England, United Kingdom 5 days ago

Manchester Area, United Kingdom 2 days ago

Manchester, England, United Kingdom 1 month ago

Applications & Technical Support Engineer

Manchester, England, United Kingdom 2 weeks ago

Stockport, England, United Kingdom 3 days ago

Technical Support Engineer - Office based

Manchester Area, United Kingdom 4 days ago

Stockport, England, United Kingdom 1 month ago

Northwich, England, United Kingdom 2 weeks ago

Manchester, England, United Kingdom 1 month ago

Manchester, England, United Kingdom 2 weeks ago

Field Service Technician / Engineer - Wigan

Manchester Area, United Kingdom 1 week ago

Manchester, England, United Kingdom 1 week ago

Stockport, England, United Kingdom 1 week ago

Greater Manchester, England, United Kingdom 22 hours ago

Stockport, England, United Kingdom 2 hours ago

Technical Support Specialist – Cardiac Devices

Manchester Area, United Kingdom 3 hours ago

ITSM Technical Support Engineer (Remote in the UK)

Daresbury, England, United Kingdom 3 days ago

Manchester, England, United Kingdom 6 days ago

Huddersfield, England, United Kingdom 1 month ago

Technical Support and Operations Engineer

Manchester Area, United Kingdom 1 week ago

Applications & Technical Support Engineer

Manchester Area, United Kingdom 2 weeks ago

Manchester, England, United Kingdom 1 week ago

Bolton, England, United Kingdom 2 days ago

Manchester, England, United Kingdom 1 week ago

Greater Manchester, England, United Kingdom 4 months ago

Cheadle, England, United Kingdom 2 months ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.