Technical Support Engineer

Technical Support Engineer

About the Role

We’re looking for a technically curious, customer-focused Technical Support Engineer to join a growing SaaS organisation delivering complex, data-driven software to enterprise clients.

This is not a traditional ticket desk role.

You’ll act as the bridge between customers, engineering, and QA, resolving issues, identifying trends, and turning real-world problems into product and quality improvements.

What You’ll Do

• Triage, troubleshoot and resolve technical support issues
• Reproduce defects and document clear steps for engineering handoff
• Identify workarounds and reduce unnecessary escalations
• Analyse ticket trends, customer usage and data volumes
• Produce simple operational reports and insights for internal teams
• Raise high-quality Jira tickets for confirmed defects
• Work with QA to turn support issues into test cases and better coverage

What We’re Looking For

• Experience in technical/application/SaaS support
• Strong troubleshooting and root cause analysis skills
• Comfortable with logs, documentation, and Jira-style ticketing
• Analytical mindset with an interest in trends and reporting
• Clear communicator who can work across support, engineering and QA

Why This Role is Different

• You won’t just fix issues, you’ll help prevent them by feeding real customer insight back into engineering and testing, directly improving product quality and customer experience.