Technical Software Support Engineer ( SaaS)

Day-to-day tasks for this role at Nexudus include:

• The successful candidate will be expected to develop a strong understanding of the Nexudus platform API architecture, including authentication, endpoints, integrations, and data flows. This knowledge will be used to investigate, troubleshoot, and resolve API-related issues, support customers and partners with integrations, and provide clear technical guidance to both internal teams and external developers.
• Serve as the key technical liaison between the Support team and the Product Development team, ensuring clear communication and effective resolution of complex technical issues
• Provide in-depth technical support to customers, handling advanced escalations and non-standard cases
• Perform systematic root cause analysis to identify underlying issues and prevent recurrence
• Develop and implement solutions for technical issues, including contributing code fixes where appropriate, in collaboration with the Development team
• Write, maintain, and use scripts in C#, React, and React Native to automate repetitive tasks and address recurring issues
• Use HTML, CSS, and ReactJS to troubleshoot front-end related issues and improve user experience based on support feedback
• Proactively identify patterns, risks, and opportunities for product improvement based on customer issues and technical findings
• Create and maintain technical documentation, internal guides, and knowledge base articles for support processes and solutions
• Deliver technical training sessions and knowledge-sharing workshops to upskill the Support team
• Meet and contribute to team KPIs, including CSAT, resolution times, and automation initiatives

Do you have experience in Technical support?, Are you passionate about solving complex technical problems and improving products through customer feedback? We want to hear from you., You will act as a key technical point of escalation within the Support team while working closely with the Development team to diagnose, fix, and prevent issues. This role requires strong analytical thinking, a solid understanding of web technologies, and the ability to communicate technical concepts clearly to both customers and internal teams., * Experience in technical support or advanced customer support roles

• Strong understanding of web technologies and modern SaaS platforms
• Experience with or willingness to work with C#, React, React Native, HTML, and CSS
• Logical, structured approach to problem-solving and investigation
• Strong written and verbal communication skills in English. Additional languages are a plus
• Ability to explain technical concepts clearly to non-technical audiences
• Organised, able to manage multiple priorities, and comfortable working under pressure
• Team player who can also work independently and take ownership of issues
• Experience working with cloud-based platforms
• Patience, empathy, and a customer-focused mindset
• Must have the right to live and work in the United Kingdom

• Annual training budget to develop your skill
• Annual Holidays - 28 days (including bank holidays) plus 1 day for each completed year of service (up to a maximum of 5 days)
• Hybrid work
• Company Sick Pay Scheme - 5 days on full pay in any calendar year
• Annual Leave Purchase Scheme - up to 5 additional days
• Cycle to work scheme
• Gym membership