Junior Support Engineer

Role Overview

The Live Support Engineer is responsible for investigating and resolving live production incidents and service requests, helping to maintain the stability and reliability of supported products and services.

The role works across application, infrastructure, integration and data-related issues, supporting incident resolution, service monitoring and continuous improvement activities. The successful candidate will work closely with a range of teams to identify problems, restore services and help prevent future issues.

Technical Requirements

Thisisahandsontechnicalrole.

Candidatesshouldhavesoftwaredevelopmentexperienceandbecomfortablereading,understandingandwritingcodeaspartofincidentinvestigation,troubleshootingandserviceimprovementactivities.

Javadevelopmentexperienceisstronglypreferredbutnotessential.

Thesuccessfulcandidatewillbeexpectedto:

• Analyseandtroubleshootissueswithinapplicationcode.
• Investigatedefectsandsupporttheimplementationoffixes.
• Workcloselywithdevelopmentteamstoresolvecomplexproductionissues.
• Understandhowapplications,integrationsanddataflowsoperatewithinaliveenvironment.
• Contributetoautomationandtoolingimprovementswhereappropriate.

This is a junior role with a starter salary of £ 26,700 with incremental uplifts at 6 months and 12 months baesd on performance and positive client feedback.

Key Responsibilities

Incident Resolution

• Own and drive the investigation and resolution of live production incidents and service requests.
• Diagnose application, infrastructure, integration and data issues across supported products.
• Execute technical recovery actions during incidents, minimising user and business impact.
• Participate in High Priority Incident response activities and support rotas where required.

Problem Management

• Identify root causes of incidents and contribute to Problem Management activities.
• Participate in post-incident reviews and lessons learned exercises.
• Help identify opportunities to reduce recurring issues and improve service stability.

Service Monitoring

• Monitor service health and proactively identify risks, trends and emerging issues.
• Maintain an understanding of product architecture, business processes and operational dependencies.
• Escalate concerns and risks where appropriate.

Documentation & Knowledge Sharing

• Create and maintain operational documentation, support procedures and runbooks.
• Ensure knowledge is accurately captured and shared across teams.
• Support the development of clear and effective support processes.

Collaboration

• Work closely with Delivery, Dev Ops, Service Management, operational teams and third‑party suppliers to resolve incidents.
• Support effective communication during incidents and service disruptions.
• Build positive working relationships across technical and non-technical teams.

Continuous Improvement

• Support continuous improvement initiatives through automation and tooling enhancements.
• Contribute ideas to improve operational efficiency and service performance.
• Help reduce repeat failures and manual effort wherever possible.

Key Areas of Development

This role provides exposure to:

• Incident and Problem Management
• Production Support Operations
• Service Monitoring
• Technical Troubleshooting
• Operational Documentation
• Cross-Team Collaboration
• Service Improvement and Automation

This position offers an opportunity to build technical knowledge while developing strong communication, stakeholder management and problem-solving skills within a live operational environment.

We're looking for someone who enjoys solving problems, learning new things and working collaboratively with others. This role would suit someone with a technical mindset who enjoys understanding how systems and applications work and is keen to develop their engineering skills within a live support environment.

Essential Skills

Experience with software development and coding principles.

• Ability to read, understand and troubleshoot application code.
• Java development experience preferred.
• Strong analytical and problem-solving skills.
• Ability to investigate technical issues in a structured and logical way.
• Good communication skills, both written and verbal.
• Comfortable working with a variety of stakeholders and teams.
• Strong attention to detail.

• Curious and eager to learn.
• Collaborative and supportive team player.
• Proactive in identifying issues and opportunities for improvement.
• Organised and able to manage multiple priorities.
• Takes ownership and follows tasks through to completion.
• Adaptable and comfortable working in a changing environment.
• Remains calm and focused when dealing with incidents and service disruptions.
• Positive attitude and willingness to contribute to team success.

• Enjoys investigating problems and finding solutions.
• Interested in understanding how systems, applications and processes work together.
• Motivated by delivering a reliable service and supporting users.
• Comfortable asking questions and learning from colleagues.
• Keen to contribute ideas and continuously improve ways of…