Technical Support Engineer

What we are looking for…

We are seeking a diligent Technical Support Engineer to join our growing team. Your primary responsibility will be to triage, investigate, and respond to issues and queries raised by our internal staff, utilising technical skills to take an investigation from first‑line to third‑line response and implementing interventions to prevent recurrence.

The ideal candidate has experience in customer support, a strong technical background, and a passion for problem‑solving. The ability to use tooling to investigate issues through databases, codebases, and logic systems is critical. You should be comfortable working in a fast‑paced environment, managing multiple requests simultaneously, prioritising aggressively, and providing timely and accurate support to ensure a seamless customer experience.

• Service Desk Management:
  Monitor and manage the Service Desk ticketing system, ensuring all incoming requests are logged, categorized, and prioritized appropriately.
• First‑Level Support:
  Provide initial support to resolve technical issues, including troubleshooting and guiding users through solutions.
• Investigation:
  Build knowledge of the system, codebase, and database to investigate issues – turning problems into change requests for the Engineering Team.
• Updates:
  Where appropriate, modify system components (JavaScript / Kotlin) to patch issues, tweak systems, and propose improvements.
• Response Coordination:
  Work closely with senior engineers, analysts, and other cross‑functional teams to ensure that all issues are resolved effectively and efficiently.
• Reporting:
  Ensure root cause analysis, impact analysis, action plans, risk mitigations, and communication plans are fully documented for the compliance team to report to the regulators.
• Documentation:
  Document solutions and workarounds for common issues, contributing to a knowledge base for both users and support staff.
• Continuous Improvement:
  Identify recurring issues and suggest improvements to reduce the number of support requests and enhance the overall user experience.

• Minimum of 2 years of experience (professional or personal) in a technical support role, with a focus on investigating customer‑facing issues. A strong desire to learn, develop, and own processes and systems.
• Technical proficiency in troubleshooting software and database issues, with the ability to quickly diagnose and resolve problems, reading code and understanding logic flow.
• Excellent communication skills, with the ability to explain technical concepts clearly and concisely to non‑technical users.
• Experience working in a fast‑paced environment, managing multiple tasks simultaneously, and prioritizing effectively under pressure.
• Ability to work independently, as well as collaboratively with senior engineers and other teams to resolve complex issues.
• Familiarity with support tools and techniques such as Git, Service Desk, AWS, REST APIs, Python, Linux, Terraform.

• SQL:
  Strong knowledge of SQL for querying databases to retrieve and analyze data as part of troubleshooting and resolving support requests.
• Service Desk Tools:
  Experience with Service Desk ticketing systems, such as JIRA Service Desk, Zendesk, Freshdesk, or similar platforms, for managing support requests and triaging issues.
• Programming & Coding:
  Experience working with programming languages, such as Kotlin, JavaScript, and Python. Working through logic flows and identifying edge cases.
• Scripting & Automation:
  Basic scripting skills (e.g., Python, Bash) to automate routine tasks and streamline support processes, along with proficiency in using API client tooling from scripts or tools like Postman.
• Remote Support Tools:
  Proficient in using remote support tools and techniques to assist users in diagnosing and resolving issues.
• Technical Documentation:
  Skilled in creating clear and concise technical documentation, including user guides, FAQs, and troubleshooting procedures.