Overview
An opportunity exists for an experienced Technical Support Engineer to join a customer-focused engineering support team responsible for assisting organisations using a leading enterprise workflow and digital operations platform. The role involves troubleshooting complex technical issues, supporting web-based applications, and working closely with customers, partners, and internal engineering teams to deliver high-quality solutions.
This position suits someone who enjoys solving complex problems, working directly with customers, and developing deep technical expertise within a modern SaaS platform environment.
Team Overview
The team provides technical support for user experience and portal technologies, along with several modern collaboration and mobile capabilities. Engineers support a range of digital workplace tools including service portals, chat-based support solutions, virtual agents, intelligent work allocation systems, and agent workspace environments.
The team works closely with customers and internal product teams to ensure reliable platform performance while continuously improving the overall user experience.
Key Responsibilities
* Provide advanced technical support to customers and partners by diagnosing and resolving complex platform-related issues.
* Investigate technical problems across web applications, system integrations, and platform components.
* Analyse application logs and utilise debugging techniques to identify root causes of technical issues.
* Build subject matter expertise across supported products and technologies.
* Collaborate with engineering and product teams to escalate and resolve issues where required.
* Communicate technical findings and solutions clearly to both technical and non-technical stakeholders.
* Work closely with customer administrators and developers to troubleshoot configuration and development issues.
* Contribute to internal knowledge bases and documentation to improve support processes and best practices.
Key Skills & Experience
* 4+ years' experience providing customer-facing technical support, ideally supporting web-based or SaaS platforms.
* Strong troubleshooting ability with a track record of resolving complex technical issues.
* Excellent analytical and problem-solving skills.
* Experience analysing system logs and applying structured debugging methodologies.
* Strong customer management and stakeholder engagement skills.
* Excellent written and verbal communication skills, with the ability to clearly explain complex technical problems and solutions.
* Ability to prioritise and manage multiple support cases simultaneously.
* Understanding of IT service management processes including incident, problem, and change management.
Technical Background
* Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent practical experience).
* Experience with backend programming languages such as Java or similar.
* Understanding of object-oriented programming concepts.
* Experience working with relational databases such as MySQL or Oracle.
* Familiarity with components of a modern web application stack.
* Experience working with Linux, UNIX, or similar operating systems.
* Experience working with enterprise workflow or IT service management platforms such as ServiceNow.
* Previous experience supporting SaaS-based enterprise platforms.
* Exposure to digital workplace technologies including service portals, chat systems, and automation tools.
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