Technical Support Engineer

Pax2pay; West of England; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Industry competitive salary

25 days holiday per year

Company pension scheme

Perkbox Benefits - GP access, weekly '

Cyclescheme

Free eye tests and flu vaccinations

Gym/fitness subsidy

Flexible working arrangements

Training and mentorship

Job summary

Paxport Group UK is seeking a Technical Support Engineer to join our travel technology team in the UK. This hybrid role offers three days in the Bristol office and two days remote, and is a full-time position for someone with at least 1 year of relevant experience.

You will provide high-quality technical support for Paxport UK's product suite, triaging issues and collaborating with international clients while expanding your knowledge in travel tech within a supportive environment.

Qualifications

• Experience in IT support or helpdesk (1+ years).
• Foundational knowledge of XML and SQL.
• Familiarity with APIs and web technologies.
• Proficient with Jira, Confluence and Slack.
• Formal IT education or related field preferred.

Responsibilities

• Triaging and resolving customer technical issues.
• Acting as the first point of contact for Paxport UK product support.
• Coordinating with third-party suppliers to resolve issues.
• Creating and updating knowledge articles and FAQs.
• Monitoring support metrics and driving improvements.

Skills

XML basics

SQL basics

APIs familiarity

Google Workspace

Jira

Confluence

Slack

ITIL knowledge

Education

Formal IT education

Tools

Jira

Confluence

Slack

Google Workspace

Job description

Paxport Group UK - Pax2pay's parent company are recruiting! Title: Technical Support Engineer Location: UK ( Hybrid - 3 days Bristol office & 2 days remote ) Employment Type: Full Time Experience Level: 1+ Years Relevant Experience Paxport Group UK Ltd is a dynamic and growing leader in airline distribution and travel technology. We connect airlines with travel sellers through innovative aggregation platforms, delivering behind-the-scenes technical support that empowers our customers to thrive worldwide. Thanks to our growing success, we are looking for an enthusiastic Technical Support Engineer to join our team. This is an exciting opportunity to gain hands‑on experience in travel tech, work with international clients, and build your technical skillset in a collaborative, supportive environment.

Why Join Us?

Your progression matters to us. We see this role as the launchpad for your career at Paxport. We are seeking an ambitious individual eager to learn. Once you gain confidence and build solid product knowledge, there is a clear, structured progression path directly into a Mid‑Level Engineer role as your technical capabilities expand.

Key Responsibilities

As a Technical Support Engineer, you will play a vital role in providing high-quality technical support to both internal and external users of Paxport UK's product suite. You will act as the primary point of contact for support requests, triaging and resolving issues while delivering first class customer support.

Tasks and Responsibilities

• Ticket Triage & System Monitoring: Prioritise incoming support requests against agreed SLAs and conduct routine system monitoring
• Technical Problem Solving: Troubleshoot, debug, and resolve technical issues across Paxport UK's product suite
• Supplier Coordination: Track and elevate technical issues with third-party suppliers to ensure swift resolution
• Knowledge Sharing: Create and update technical documentation, FAQs, and troubleshooting guides for internal and external knowledge bases
• Continuous Improvement: Analyse support trends and metrics to proactively address recurring issues, improve self-service capabilities, and optimise workflows

Desirable Experience & Knowledge

• Basic understanding of XML and SQL
• Foundational familiarity with APIs and web-based technologies
• Exposure to productivity and collaboration tools such as Google Workspace, Jira, Confluence, and Slack
• Basic knowledge of incident management processes and support frameworks (e.g., ITIL principles). Ideally previous experience in a similar role.
• Formal education or a strong personal interest in IT, Computer Science, or a related field.

Competencies & Mindset

• Career Ambition: A strong passion for learning, taking initiative, and actively driving your own progression as your product knowledge grows
• Communication: Clear and effective written and verbal communicator with strong interpersonal skills.
• Problem‑Solving: Strong troubleshooting abilities with a logical, analytical approach.
• Composure & Quality: Able to maintain composure, focus, and quality in high‑pressure or fast‑paced situations
• Collaboration & Ownership: Highly organised team player who takes ownership of assigned tasks and manages time effectively
• Collaboration, Teamwork & Ownership: A highly organised and supportive team player who takes ownership of assigned tasks, manages time effectively, and enjoys sharing knowledge to deliver exceptional support.

Benefits

• Industry competitive salary
• 25 days holiday per year plus all bank holidays applicable in England & Wales
• Company pension scheme with boosted employer contributions
• Perkbox Benefits - Including instant access to a GP, a weekly treat and endless shopping / discount schemes
• Cyclescheme Salary Sacrifice
• Free eye tests and flu vaccinations
• Gym/fitness subsidy
• Flexible working arrangements to support work-life balance.
• Training and mentorship to help you thrive and develop your career

Requirements

Applicants must have the right to work in the UK.