Technical Support Engineer - (Remote - UK)

Technical Support Engineer - (Remote - UK)

For one of our clients, we are looking for a Technical Support Engineer, remotely from the UK.

As a Technical Support Engineer, you will provide high-level technical assistance to customers and help resolve escalated issues. You will work closely with Tier 1 and Tier 2 support agents, as well as other internal teams like Sales and Marketing, to ensure that technical challenges are addressed efficiently and that our users make the best use of the platform. Your role will involve troubleshooting, identifying bugs, and contributing to the improvement of our platform by collaborating with internal teams such as Product and Engineering.

Accountabilities:

• Diagnose and troubleshoot complex technical issues, providing timely resolutions
• Assist Tier 1 and Tier 2 support teams with escalated tickets, ensuring SLAs are met and customer service standards are upheld
• Identify platform bugs and areas for improvement, communicating findings with the Product and Engineering teams
• Proactively contribute to enhancing the knowledge base by adding helpful content based on recurring support issues
• Ensure that all technical issues are communicated effectively with relevant internal teams, maintaining a closed-loop communication process

Requirements:

• At least 1+ years of relevant experience in technical support
• Strong knowledge of programming and software development
• Experience with software security is a plus, but not required
• Excellent troubleshooting, problem-solving, and analytical skills
• A team-oriented mindset with a strong work ethic and proactive attitude
• Ability to communicate complex technical information in a clear, user-friendly manner

Benefits:

• Full flexibility in work hours and location
• Generous leave and work-from-home options
• Opportunity to work in a globally distributed, multicultural team
• A culture of inclusivity, diversity, and giving back to the community
• A supportive, tight-knit team where every individual is valued
• Competitive salary and opportunities for career growth

Seniority level: Associate
Employment type: Full-time
Job function: Information Technology
Industries: Non-profit Organizations and Primary and Secondary Education