Support Engineer

Support Engineer

Work Model: Onsite

Location: Somerset West

About the Company

Our Client develops a cloud integration platform that enables organisations to connect applications automate processes and manage integrations at scale. Built on Microsoft Azure and modern development technologies the platform supports low-code development DevOps practices and AI-assisted workflow creation.

Their culture values ownership continuous learning collaboration and problem-solving.

About the Role

We are seeking a technically minded and customer-focused Support Engineer to join a dynamic team. This role is ideal for someone with experience in technical support database troubleshooting API testing and scripting. The successful candidate will play a critical role in supporting customers resolving technical issues and contributing to continuous improvements in support processes through automation and AI-driven solutions.

The ideal candidate is a strong communicator who enjoys problem-solving thrives in a fast-paced environment and has a passion for delivering exceptional customer service.

Key Responsibilities

• Provide professional and timely technical support to customers via email phone and live chat.
• Investigate troubleshoot and resolve issues related to web-based and cloud-hosted applications.
• Log track document and manage incidents and service requests through the ticketing system.
• Collaborate with development and project teams to escalate complex issues and ensure effective resolution.
• Identify opportunities to enhance the customer experience through process improvements automation and the adoption of AI-driven support tools.
• Assist in developing automated diagnostic capabilities by leveraging codebase access historical case data and AI technologies.
• Maintain a high level of product and platform knowledge keeping up to date with new features and enhancements.
• Contribute to knowledge base documentation and support best practices.

Requirements/Experience

• Minimum of 2 years experience in a Technical Support Application Support or Support Engineer role.
• Experience supporting SaaS cloud-based or web applications is highly advantageous.
• Exposure to customer-facing support environments with a strong focus on service delivery.

Technical Skills

• Working knowledge of SQL and database troubleshooting.
• Experience using API testing tools such as Postman.
• Basic scripting experience in Bash PowerShell VBScript or similar scripting languages.
• Understanding of cloud computing concepts and web technologies.
• Familiarity with ticketing and service management platforms; experience with ConnectWise Manage is advantageous.

Personal Attributes

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Highly organised with effective time management skills.
• Ability to work independently while collaborating effectively within a team.
• Customer-centric mindset with a proactive approach to issue resolution.
• Comfortable working in a fast-paced technology-driven environment.

Nice to Have

• Experience with automation and AI-enabled support solutions.
• Knowledge of IT service management (ITSM) processes and best practices.
• Exposure to software development environments and debugging techniques.