Technical Support Engineer

JR United Kingdom; Newport; On-site; GBP 30,000; Full time

Job summary

A dynamic technology firm seeks a Support Engineer based in Bristol to enhance their client support services within the Amazon Connect platform. This role involves engaging with clients, resolving technical issues, and ensuring seamless support operations, all while offering career development opportunities through structured training and certification paths. The position not only requires technical acumen but also excellent interpersonal skills to manage stakeholder relationships effectively.

Benefits

25 days annual leave, increasing to 30 days

Pension plan up to 8% employer contribution

Private medical insurance

Travel Insurance including health coverage

Qualifications

• Proven experience in ITIL-aligned technical settings.
• Solid understanding of cloud-based contact centre environments.
• Ability to interact with stakeholders up to director level.

Responsibilities

• Serve as a technical point of contact for Amazon Connect.
• Resolve 1st and 2nd line support requests.
• Develop and maintain customer relationships.

Skills

Analytical thinking

Troubleshooting

ITIL-alignment

Customer relationship management

Education

University degree or equivalent experience

Tools

Amazon Connect

Job description

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Support Engineer | Bristol | Permanent | Up to £30,000 Per Annum

Peaple Talent have partnered with a client in Bristol on an exclusive basis to recruit for a Support Engineer to help support customers in the Amazon CX space.

Our client is looking for a skilled engineer with hands-on experience in Amazon Connect or related cloud contact centre platforms. This role sits within our client’s Support Team, with a core focus on assisting clients who use Amazon Connect and customized solutions.

Our client offers a comprehensive training program tailored to the successful candidate, including certification opportunities with our client’s technology partners. Our client actively supports career progression, with clear paths into advanced support, software development, or implementation roles.

As part of our client’s Amazon practice, this role serves as a technical point of contact for Amazon Connect within the Support Team. You’ll engage with clients to resolve 1st and 2nd line support requests and handle service changes, these may include updates to operating hours, modifications to routing and call flows, or changes to reporting outputs. You’ll also be expected to develop strong customer relationships by delivering dependable and knowledgeable support.

Key Experience Required:

• Proven experience managing incidents and resolving problems in a structured, ITIL-aligned technical setting.
• A university degree or equivalent professional experience is required.
• Solid grasp of IT infrastructure and systems, preferably within cloud-based contact centre environments.
• Familiarity with Amazon Connect is highly desirable.
• Exceptional analytical thinking and a methodological approach to troubleshooting, always aiming to deliver solutions that align with customer needs.
• Comfortable working across multiple stakeholder groups, including internal and external teams, up to director level.
• Ability to collaborate closely with project and program teams to transition new clients into day-to-day support operations.

The Package:

• Basic annual salary of £30,000 per annum.
• 25 days of annual leave, increasing to 30 days with continuous service.
• Pension plan, raising up to 8% of employer contribution.
• Private medical insurance, option to extend cover to family members.
• Travel Insurance, coupled with health coverage.