Technical Support Engineer

InPost Ltd.; The Image; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading logistics tech company in the UK is looking for a Technical Support Engineer to resolve issues related to Automatic Parcel Machines. Ideal candidates will possess problem-solving skills, a basic understanding of SQL, and strong communication abilities. This role involves troubleshooting, remote support, and collaboration with cross-functional teams. The company offers enhanced annual leave, health coverage, and a hybrid working model.

Benefits

Enhanced annual leave (26 days + additional days)

Vitality health coverage

Work from anywhere up to 4 weeks per year

Enhanced parental leave

Rail season ticket loan

Paid volunteering days

Hybrid working model (3 days in-office, role-dependent)

Qualifications

• A recent graduate or experienced support professional with basic SQL skills.
• An interest in electrical and mechanical engineering.
• Proficiency in Microsoft Office applications.

Responsibilities

• Troubleshooting issues with InPost Automatic Parcel Machines.
• Providing remote support to field service engineers.
• Analyzing logs to identify issues and trends.
• Creating and editing SQL scripts for data extraction.
• Maintaining documentation for Automated Parcel Machines.

Skills

Problem-solving

Client support

SQL

Communication

Customer service

Education

Graduation in a related field

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 challenge 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 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 exceptional team dedicated to reshaping parcel logistics and redefining eCommerce delivery. Our team comprises experts in e-commerce, technology, scale-up growth, sustainability, logistics, and supply chain. We’re passionate, ambitious, collaborative, innovative, and supportive, fostering a egos-free environment.

About the role:

The Technical Support Engineer will resolve issues related to InPost Automatic Parcel Machines, including software, hardware, and peripherals. Working within a team of five, you will analyze issues with IT software and equipment, developing and deploying solutions to maintain system functionality.

You will report to the Technical Support Manager and collaborate with technicians and administrators in the UK and Poland to resolve complex issues or identify larger systemic problems. This role requires strong technical, problem-solving, client support skills, and ideally some SQL experience.

What you’ll be doing:

• Troubleshooting, resolving, and escalating tickets to meet SLA requirements
• Providing remote support to field service engineers via mobile and email to minimize service disruptions
• Analyzing logs from Automated Parcel Machines to identify issues and trends, using tools like Grafana, Zabbix, or Kibana
• Creating and editing SQL scripts for data extraction and automation
• Supporting the Service Desk with complex technical queries
• Maintaining comprehensive documentation for Automated Parcel Machines
• Conducting training on Automated Parcel Machines operations for internal and external stakeholders
• Testing software and hardware updates in a controlled environment
• Collaborating with R&D teams in the UK and Poland to develop improved system solutions

What we need from you:

We seek dynamic, curious individuals ready for a fast-paced environment, passionate about problem-solving, and eager to innovate. Essential qualifications include:

• A recent graduate or experienced support professional with basic SQL skills
• An interest in electrical and mechanical engineering
• Strong communication skills and cultural awareness
• Excellent customer service skills
• Proficiency in Microsoft Office applications

Perks of the job:

• Enhanced annual leave (26 days + optional additional days)
• Vitality health coverage
• Work from anywhere up to 4 weeks per year
• Enhanced parental leave
• Rail season ticket loan
• Paid volunteering days
• Hybrid working model (3 days in-office, role-dependent)

Application process:

We aim to provide a smooth candidate experience. After your application, we’ll contact you within a few days for an initial 20-minute chat. Successful candidates will proceed through additional stages as appropriate. At InPost, we value diversity and strive for an inclusive environment where everyone can thrive.