Support Engineer

Applause IT

2 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Intermediate

Compensation

£ 40K

Job location

Remote

Tech stack

Java

API

Data analysis

Software as a Service

Data Visualization

Programming Tools

Issue Tracking Systems

JSON

SQL Databases

Media Technology

Web Technologies

Job description

We are recruiting for a Support Engineer to join a growing SaaS business operating in the TV advertising and media technology space. This role is ideal for a Support Engineer who enjoys problem-solving, working with data, and supporting customers using modern web-based platforms.

As a Support Engineer, you will act as the first point of contact for customers, helping them troubleshoot issues, understand platform functionality, and get the most value from their data. You will work closely with Product, Engineering, and Customer Success teams to resolve issues efficiently and improve the overall customer experience.

The Role - Technical Support Specialist

Customer Support

Respond to customer support requests via ticketing system, email, and online web sessions
Diagnose and resolve technical issues related to data integrations, tracking, and reporting
Guide customers through platform features, setup, and best practices
Communicate clearly with both technical and non-technical users

Technical Troubleshooting

Investigate data discrepancies, API issues, and integration problems
Reproduce and document bugs for the engineering team
Verify fixes and updates before closing issues with customers
Escalate complex issues with clear context and supporting evidence

Product & Process Improvement

Identify recurring support issues and suggest solutions or documentation improvements
Contribute to internal knowledge bases and customer-facing help articles
Provide feedback to Product teams on usability, edge cases, and customer pain points
Help improve support workflows and tooling as the team scales

Requirements

Do you have experience in Java?, * 2+ years' experience in a technical support, product support, or customer-facing technical role

Strong troubleshooting and problem-solving skills
Comfortable working with web technologies such as APIs, JSON, tracking pixels, and browser developer tools
Experience supporting SaaS products
Excellent written and verbal communication skills
Ability to explain technical concepts clearly and simply
SQL or basic data analysis experience

Nice to Have