Technical Support Engineer

Are you looking for a role that combines technical problem-solving with real-time operational support, helping ensure smooth and reliable service delivery? We are looking for a proactive and technically skilled Technical Support Engineer to join our Engineering team. You will be responsible for monitoring production systems, triaging alerts and incidents, troubleshooting technical issues, and supporting the operational stability of our cloud-based services. You'll collaborate closely with internal engineering teams and stakeholders to ensure high-quality operational outcomes and swift resolution of issues. Please note: This role will require occasional out-of-hours work to provide coverage for US operational hours., + Actively monitor and respond to system alerts and operational incidents.

• Triage and troubleshoot production issues across platform, software, and service layers.
• Resolve routine requests and common technical issues using and improving Standard Operating Procedures.
• Work with engineering teams to investigate and resolve significant incidents and defects.
• Communicate timely updates to stakeholders during escalations.
• Maintain accurate documentation of issues, resolutions, and operational processes. For access to the full job description please download the specification on the right hand side under 'documents'

• Excellent attention to detail and strong organisational skills.

• Effective written and verbal communication skills.

• Ability to work independently and as part of a team under pressure.

• Strong prioritisation skills with the ability to manage multiple ongoing issues.

• A methodical and structured troubleshooting approach. Desirable experience includes:

• Exposure to cloud platforms (e.g., AWS, Azure, Google Cloud).

• Familiarity with monitoring, alerting, and log analysis tools.

• Experience with Jira, scripting or automation tools.

• Understanding of IT service management best practices (e.g., ITIL). If you enjoy solving technical challenges, maintaining system reliability, and working in a dynamic, supportive team - we'd love to hear from you.