AI-Driven SaaS Tech Support Engineer (Wexford)

Scurri; Wexford; On-site; EUR 45,000 - 65,000; Full time

Benefits offered by this job

On-site gym

Company pension

Health scheme

22 days annual leave

Volunteer time

4pm Friday finish

Job summary

Scurri in Wexford Town is seeking a Tech Support Engineer to join our Operations Team. You will diagnose, prioritize, troubleshoot, and resolve system bugs, API issues, and integration queries within SLAs while delivering clear guidance across phone, email, and live chat.

You will also draft internal troubleshooting guides, contribute to AI-assisted workflows, and help shape product UX by identifying recurring bottlenecks. Some flexibility with hours may be required.

Qualifications

• 5+ years in a technical support role within a web-based product, SaaS, or tech-enabled service
• A technical qualification in IT, Computer Science, Software Engineering, or a related field
• A drive to master AI tools, prompt engineering, and automated workflows
• Working knowledge of APIs, JSON, and XML
• Lean methodology understanding
• Excellent listening, written and verbal communication skills
• Willingness to work outside standard hours when needed

Responsibilities

• Diagnose, prioritise, troubleshoot, and resolve system bugs, API issues, and integration queries within SLAs
• Provide empathetic, timely guidance across channels to drive CSAT/NPS
• Replicate defects, draft steps for Engineering escalation, and track resolutions
• Author and update internal guides and public self-service docs
• Champion AI-assisted workflows to streamline support and reporting
• Identify UX bottlenecks to shape the Product roadmap

Skills

APIs & JSON/XML

Lean methodology

Strong communication

AI tooling

Education

IT / CS / Software Engineering degree

Tools

SaaS platforms

Job description

Scurri in Wexford Town is seeking a Tech Support Engineer to join our Operations Team. You will diagnose, prioritize, troubleshoot, and resolve system bugs, API issues, and integration queries within SLAs while delivering clear guidance across phone, email, and live chat.

You will also draft internal troubleshooting guides, contribute to AI-assisted workflows, and help shape product UX by identifying recurring bottlenecks. Some flexibility with hours may be required.