Technical Support Engineer

Scurri Ltd; Wexford; On-site; EUR 42,000 - 62,000; Full time

Benefits offered by this job

Pension

Health scheme

22 days annual leave

Death in Service

Employee assistance

Team events

Job summary

Scurri Ltd in Wexford is seeking a Tech Support Engineer for our Operations team. You will handle API issues, diagnose complex bugs, and deliver clear guidance to ecommerce brands across Ireland, the UK, and Europe.

This full-time, on-site role reports to the Operations Manager and requires 5+ years in tech support, a relevant IT degree, and strong communication skills. You’ll drive AI-assisted workflows, contribute to product improvements, and work across phone, email, and live chat to maintain

Qualifications

• 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 when needed.

Responsibilities

• Diagnose, prioritise, troubleshoot, and resolve system bugs, API issues, and integration queries within SLAs.
• Deliver empathetic, timely guidance across all support channels to drive CSAT and NPS.
• Replicate complex software defects and draft steps for Engineering escalation.
• Author and update internal troubleshooting guides and public self-service docs.
• Champion productivity by integrating AI tools and building AI-assisted workflows for support and reporting.
• Identify recurring UX bottlenecks to help shape the Product roadmap.

Skills

Tech support

APIs JSON XML

Lean

Communication

AI tools

Education

IT/CS degree

Job description

Application Deadline: 20 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.

Role Overview

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

• 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

• 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.

Benefits

• 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)