Technical Support Engineer

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

Application Deadline: 1 October 2026

Department: Operations

Location: Wexford

Description

eCommerce is moving faster than ever - and so are we. At Scurri, we connect online retailers with global carriers, power seamless delivery experiences and make it easier for well known brands to ship goods to their customers.

We have an exceptional opportunity for a Tech Support Engineer to join our highly motivated Operations Team. This is a full time role based in our Wexford Town offices reporting to the Operations Manager.

Our customers contact us across phone, email, and live chat, and we take pride in supporting their success and growth You’ll be right at the heart of our business, providing trusted, timely, and rock-solid technical responses to leading retail brands across Ireland, the UK, Europe and beyond.

What You'll Be Doing

The successful applicant will be responsible for the following:

• Efficiently diagnosing, prioritising, troubleshooting, and resolving system bugs, API issues, and integration queries within established SLAs.
• Delivering empathetic, timely, and jargon-free guidance across all support channels to drive high CSAT and NPS scores.
• Replicating complex software defects, drafting detailed steps for Engineering escalation, and tracking resolution statuses for clients.
• Authoring and updating internal troubleshooting guides and public self-service documentation as our platform evolves.
• Championing productivity by integrating AI tools and building AI-assisted workflows to streamline support, communications, and reporting.
• Identifying recurring UX bottlenecks to help shape our Product roadmap.

What You'll Bring To The Team

It is anticipated that applicants can demonstrate the following skills, traits and attributes:

• 5+ years in a technical support role within a web-based product, SaaS, or tech-enabled service business.
• A technical qualification in IT, Computer Science, Software Engineering, or a related field.
• A relentless drive to master AI tools, prompt engineering, and automated agent workflows to eliminate manual friction.
• Working knowledge of APIs, JSON, and XML.
• Sharp analytical skills backed by an understanding of Lean methodology.
• Outstanding listening, written, and verbal communication skills.
• Full legal right to work in Ireland/EU and the UK, a full clean driver’s license, ESTA eligibility for international travel, and the willingness to support peak business hours (occasional early mornings, evenings, or weekends) when needed.

Why Scurri?

We feel it’s critical that we hire highly motivated and talented people, make sure they are looked after and to give them the tools and the freedom to get things done. We provide an open and positive work environment while ensuring our employees have the work/life balance they need.

We encourage employees to grow and develop throughout their career. Additionally, we like to have fun as well.

• Based in our Wexford Town offices (there's breakfasts / snacks / coffees / an on site gym)
• Company pension - Matched employer contribution pension after probation
• Company Health Scheme from day one
• 22 days annual leave - with additional days added at year 1, 3 and 5 rising to 25 days
• Death in Service cover
• Employee Assistance Program
• Annual company day, regular all-company socials
• Paid volunteer time
• 9.00 - 5.30pm ( working practice of 4pm finish on Fridays)