Technical Support Engineer at Scurri

Scurri; Wexford; On-site; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Company pension

Health scheme

22 days annual leave

On-site gym

Volunteer time

Annual company day

DEI and wellbeing programs

Job summary

Scurri is seeking a Technical Support Engineer in Wexford to join its Operations Team. The role involves diagnosing and resolving API and integration issues, delivering clear guidance, and building AI-assisted workflows to improve efficiency.

You will contribute to self-service docs and help shape the product UX based on recurrent issues. Based in Wexford Town offices, you’ll support customers across Ireland, the UK, Europe, and beyond, working full-time on-site with opportunities for growth and

Qualifications

• 5+ years in a technical support role for web-based SaaS or tech-enabled services.
• Knowledge of APIs, JSON and XML with strong debugging skills.
• Desire to master AI tools and automated workflows.

Responsibilities

• Diagnose, prioritise, troubleshoot and resolve system bugs and integration queries within SLAs.
• Provide empathetic, timely guidance across support channels to improve CSAT/NPS.
• Replicate complex defects, draft steps for escalation, and track resolutions.
• Author and update internal guides and public self-service docs as the platform evolves.
• Champion AI-assisted workflows to streamline support, reporting, and communications.
• Identify recurring UX bottlenecks to help shape the product roadmap.

Skills

Technical support experience

AI tools & prompt engineering

APIs knowledge

Analytical thinking

Excellent communication

Education

Technical qualification in IT/CS/Software Engineering

Tools

APIs

JSON

XML

Job description

Technical Support Engineer at Scurri in Wexford, WX, IE

Full time on site position offers great opportunities for career growth.

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.

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

• 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)

About Scurri

Scurri is a next generation delivery management software that was created to put retailers back in control of the most fundamental pillars of their eCommerce business. We give our clients full control of their costs, operations and customer experience with our easy-to-use and fully customisable Delivery Management Platform.

Our product helps get purchases over the line at the checkout, allows retailers to select the most effective delivery option for each package, create accurate labels, track packages more accurately, and provide an analytics suite that delivers tangible insights.

We can also turn the post purchase experience into an additional marketing opportunity for retailers through own branded tracking communications with Scurri Track Plus.

Founded in 2010, we've grown to process over 100 million orders per annum and we've no intention of stopping there.

Our workforce spans Ireland, the UK and Europe supporting an international customer base of well known retailers.

Our team are a curious and resourceful bunch spread across operations, product, IT, finance, customer success, sales and marketing.

We collectively share an aspiration to deliver a world class product and service, and to be there for one another and our customers whenever we're needed.

We take our culture seriously and endeavour to reflect our values of Family, Fun, Success, Lean, Customer and Innovation in every aspect of life in Scurri.