Technical Support Engineer

UnknwnAI is looking for a Technical Support Engineer to join our team.

This is a technical software support role, not a sales, call-centre or general customer service position. Applicants must have a technical background and experience working with software, applications, IT systems or technical support.

You will act as the key link between our customers and engineering team — taking ownership of support tickets, investigating software and system issues, resolving problems where possible and ensuring anything escalated to developers contains the technical information required to investigate efficiently.

We are looking for someone who is comfortable troubleshooting technology as well as communicating professionally with customers.

• Manage technical support tickets from initial report through to resolution
• Investigate and troubleshoot software, application and system issues
• Reproduce reported problems and identify the circumstances causing them
• Gather relevant technical information, errors, screenshots, logs and supporting data
• Resolve technical and configuration issues independently where possible
• Escalate genuine software defects to developers with clear reproduction steps and technical context
• Liaise between customers and developers throughout investigations
• Keep customers informed and ensure outstanding issues are followed through to completion
• Assist customers with application functionality and technical queries
• Test fixes and verify resolutions where required
• Maintain accurate ticket histories and technical documentation
• Identify recurring issues and raise potential product or system improvements

• Previous experience in technical support, application support, software support, IT support or a similar technical role
• Good understanding of software applications and how systems interact
• Strong troubleshooting and analytical ability
• Ability to investigate problems methodically before escalating them
• Experience working with technical issues involving applications, data, configurations or integrations
• Excellent written and verbal communication
• Ability to explain technical issues clearly to non-technical customers
• Ability to communicate customer issues accurately to developers
• Strong organisation, ownership and attention to detail
• Ability to manage multiple open technical issues and follow them through to resolution
• Comfortable working independently within a remote technical team
• Availability to work UK business hours

Experience with several of the following would be highly advantageous:

• SQL and relational databases
• Basic SQL querying
• REST APIs
• Postman or similar API tools
• Browser developer tools
• Application logs and error messages
• SaaS applications
• ERP or business software
• Software testing / QA
• Microsoft SQL Server or PostgreSQL
• Azure or AWS
• Ticketing and issue-management systems

You do not need to be a software developer, but you must be technically capable, comfortable investigating software problems and interested in understanding how systems work.

This position is not suitable for candidates whose experience is primarily in sales, telesales, BPO, call-centre operations or general non-technical customer service.

We are specifically looking for candidates with a technical or software-focused background who also have the communication skills required to work directly with customers.

The right person should be able to receive a report such as this isn't working and investigate what happened, what the user was doing, whether the problem can be reproduced, whether data or configuration is involved and what information an engineer would need before escalating the issue.

You will be a strong fit if you:

• Enjoy investigating technical problems
• Learn software and systems quickly
• Take ownership rather than simply forwarding tickets
• Can confidently communicate with both customers and developers
• Have strong attention to detail
• Think logically and methodically when troubleshooting
• Are comfortable working with data and technical information
• Follow issues through until they are properly resolved
• Want to develop further within a technical environment

Please apply with your CV outlining your relevant technical, software, application or IT support experience.

Candidates whose experience is exclusively in sales or general customer service without a technical background will not be considered.