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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** Appspace - **Location:** London, UK (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Computing Platforms, Linux, Issue Tracking Systems, Windows Servers, Salesforce.Com, TCP/IP, Transmission Control Protocol (TCP) - **Published:** June 7, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=46dd7404f73677bf ## About the Role Do you have experience in Windows?, Do you have a Bachelor's degree?, Communication & Presence * Excellent written and verbal communication skills; ability to communicate clearly with customers of varying technical backgrounds * Comfortable and professional on camera - this role includes live video sessions with customers * Outgoing, helpful, and passionate about providing excellent customer service * A collaborative approach to teamwork; you share knowledge and actively support your colleagues * Understands that good documentation isn't just for humans; clarity and structure in knowledge content directly impact AI resolution quality Technical Aptitude * Genuine technical curiosity - you're the person friends and family turn to for tech help * Ability to learn new software platforms quickly; experience with productivity, ticketing, or IT tools beyond the basics is a plus * Demonstrated proficiency in leveraging AI tools for technical troubleshooting, summarization, and drafting professional communications. * Basic familiarity with networks, devices, or operating systems is helpful; experience with Windows Server, Linux, or TCP/IP networking is a plus * Working knowledge of Salesforce or similar CRM preferred Work Style * Ability to work efficiently in fast-paced, high-volume, multitasking environments while remaining calm and poised under pressure * Organised and detail-oriented with a habit of thorough documentation * Eager to learn, grow, and contribute to a communicative and collaborative team culture * Familiarity with professional office environments and workplace culture; our products support the modern workplace, and an understanding of that context is an asset Experience * Bachelor's degree or equivalent with 3+ years of professional experience in a technical support, IT, help desk, or technically-oriented customer service role is required * Experience in a professional or office environment is strongly preferred ## Description The primary purpose of the Technical Support Engineer is to provide exceptional technical support while contributing to a culture of documented, scalable solutions. In addition to resolving customer issues via our ticketing system, remote sessions, and live video, you will build and maintain self-service resources, document solutions for recurring problems, and collaborate with teammates to ensure customers receive timely, accurate, and friendly support. This role requires technical expertise combined with a focus on optimizing support processes and ensuring the accuracy and effectiveness of the AI Support Agent. A Day in the Life of a Technical Support Engineer: * Provide first response and technical support for issue resolution via our ticketing system and remote sessions * Ask appropriate fact-finding questions to clearly identify and understand the client's issue while helping to isolate the potential root cause * Communicate proactively with customers to keep them informed throughout the resolution process * Build and maintain self-service resources - guides, FAQs, and troubleshooting materials - for frequently encountered customer questions * Partner with enterprise customers who have highly customised deployments to understand their unique environments and deliver tailored support * Escalate cases requiring advanced technical skill with clear and thorough handoff documentation * Advise customers on network-related requirements, including firewall ports and basic TCP/IP settings, when appropriate * Stay organised and document all customer interactions using our ticketing tools and other related tools * Strategically leverage and critically validate outputs from AI tools to draft communications, summarize complex issues, and accelerate documentation, ensuring accuracy and alignment with Appspace standards. * Regularly audit and test the AI Support Agent's performance, identifying gaps in its knowledge base and proactively refining content to enhance its resolution capabilities. * Monitor support interactions to identify patterns, gaps in available resources, and opportunities to improve the customer experience by creating a new knowledge article, refining existing guidance, or flagging any recurring issues. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Prompt Engineering Your Career: AI Agents for Tech Interview Prep](https://www.wearedevelopers.com/videos/100227-prompt-engineering-your-career-ai-agents-for-tech-interview-prep) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Hiring AI Native Talents](https://www.wearedevelopers.com/videos/100268-hiring-ai-native-talents) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)