Technical Support Engineer II: Fast-Triage & Discovery

United States Digital Space LLC; Greater London; Hybrid; GBP 48,000 - 74,000; Full time

Job summary

United States Digital Space LLC is seeking a Technical Support Engineer 2 to join our frontline team. You will triage incoming cases, guide discovery conversations, and craft clean handoffs for senior engineers while resolving straightforward tickets with empathy.

This role requires 1–3 years in technical support, comfort with APIs and logs, excellent communication, and strong judgement in a fast-paced, hybrid work environment.

Qualifications

• 1-3 years of experience in technical support or a similar customer-facing technical role.
• Familiar with APIs, logs, and authentication concepts; able to read basic JavaScript.
• Excellent communication to lead troubleshooting conversations with customers.
• Strong judgment on when to continue digging vs escalate.
• Organized and capable of managing a busy reactive queue.
• Hands-on, creative problem solver who can lead clients to success.
• Ability to collaborate with cross-functional teams to deliver solutions.
• Curious and self-directed with a habit of self-learning.

Responsibilities

• Triage incoming support cases and lead discovery conversations.
• Build high-quality handoffs for senior engineers.
• Directly resolve straightforward product questions and tasks.
• Gather evidence (logs, screenshots, timestamps) for tickets.
• Maintain ticket hygiene and SLA adherence.
• Identify opportunities to improve runbooks and discovery practices.
• Assist QA with automated responses and knowledge base content.
• Work within Zendesk and other ticketing tools.

Skills

Customer focus

Communication skills

API familiarity

Troubleshooting

Independence

Tools

Zendesk

Job description

United States Digital Space LLC is seeking a Technical Support Engineer 2 to join our frontline team. You will triage incoming cases, guide discovery conversations, and craft clean handoffs for senior engineers while resolving straightforward tickets with empathy.

This role requires 1–3 years in technical support, comfort with APIs and logs, excellent communication, and strong judgement in a fast-paced, hybrid work environment.