Support Engineer

• Provide telephone and email support to our clients operating within a complex regulatory environment, across all IDGateway products.
• Build and maintain strong client relationships with key contacts throughout the support lifecycle.
• Follow the company support process, logging and documenting all incidents accurately using Jira Service Desk, Confluence and other Atlassian tools.
• Investigate reported issues thoroughly and author clear, well-articulated tickets that accurately capture the problem for development teams.
• React quickly to incoming tickets to ensure SLAs are met, communicating and escalating issues as necessary.
• Regularly update and report ticket progress and status to the team and to clients until complete.
• Identify patterns and recurring issues across support tickets, feeding insights back to the team to help prevent future occurrences.
• Support data analytics on support trends and issues, ensuring findings are clearly documented and evidenced.
• Carry out client communication using tools such as HubSpot, Teams, Jira and Outlook.
• Collate and prepare support information for inclusion in client-facing reports.
• Use AI tools such as Claude to help identify recurring themes and patterns across support tickets, and to support the production of client-facing reports and documentation.
• Work alongside team members to deliver user education by maintaining training and client documentation materials.
• Apply the company’s values and behaviours to their work ethic.

Client and Product Support Analyst

• Perform Tier 1 customer support responsibilities for software products ensuring all multi-channel inbound customer support demands are started and progressed in a timely manner, meeting or exceeding SLAs.
• Perform Tier 2 customer support responsibilities including enhanced troubleshooting and escalation management collaborating with Tier 3 teams as appropriate for timely resolution aligned with severity prioritization.
• Communicate effectively with customers through various channels (email, phone, chat) to understand their issues, provide updates on issue resolution progress, and ensure a positive customer service experience.
• Document all support actions and interactions in a clear and concise manner in the global CRM.
• Represent the voice of the customer into the organization to highlight product and process improvement opportunities.
• Ensure all activities follow established quality processes, contributing to continuous service improvement.
• Contribute actively to global platforms for sharing knowledge and best practices by documenting common issues, troubleshooting steps, and solutions to enhance self-service resources and assist Tier 1 support representatives.
• Provide training and guidance to Tier 1 support staff by sharing expertise, conducting regular knowledge-sharing sessions, and assisting in the development of training materials.
• Participate in the incident response team for major outages or incidents, contributing to the resolution process and post-mortem analysis to prevent future occurrences.
• Participate in New Product Introduction (NPI), gaining early familiarity with product changes and updates prior to release.
• Perform additional related duties as assigned.

Digital Technical Support Specialist

• Support the delivery of service desk transformation initiatives
• Analyse current support processes and identify improvement areas
• Assist in creating and documenting: SOPs, Runbooks & Knowledge base content
• Work with distributed teams to align support practices
• Support tooling improvements and service optimisations
• Assist with reporting, metrics, and service performance tracking
• Act as a bridge between BAU teams and transformation activities

Transformation 2nd Line Support Engineer

• Act as a technical escalation point for hub IT analysts.
• Diagnose and resolve incidents across: End-user compute (Windows, O365, devices), Identity and access (AD/Azure AD) and Core business applications
• Manage ticket queues and ensure SLAs are met
• Support incident resolution and root cause analysis
• Work closely with offshore/remote teams to coordinate fixes
• Maintain accurate documentation and knowledge base articles
• Identify repeat issues and suggest improvements

BAU 2nd Line Support Engineer

• We're looking for a **Senior Technical Support Engineer** to become a technical extension of our Engineering team.
• This is not a traditional customer support role.
• You'll investigate complex API and infrastructure issues, help engineers reproduce difficult bugs, improve developer experience, build automation, and continuously raise the quality and efficiency of our technical support function.
• We have a strong preference for engineers who naturally integrate AI into their daily workflow—not simply as a writing assistant, but as a practical engineering tool for investigation, automation, documentation, analysis, and operational improvement.
• Beyond solving customer issues, you'll help build a modern, AI-native support function that scales alongside the company.**
• **What this person will do**Deep technical investigation**
• - Investigate complex platform, infrastructure, and API issues using logs, metrics, traces, dashboards, and debugging tools.
• - Troubleshoot REST APIs, HTTP requests, authentication, JSON payloads, SDKs, webhooks, and distributed systems.
• - Reproduce difficult production issues and work closely with Engineering to identify root causes and validate fixes.
• - Support customers during complex technical investigations, escalations, and production incidents.
• **Improve developer experience**
• - Identify recurring issues and proactively improve tooling, monitoring, documentation, and customer self-service.
• - Create and continuously improve troubleshooting guides, internal playbooks, developer documentation, and knowledge base content.
• - Help identify opportunities to simplify developer workflows and reduce customer friction.
• **Build scalable support operations**
• - Design and improve internal tooling, automations, and operational workflows.
• - Drive adoption of AI-assisted workflows that improve investigation speed, documentation quality, operational efficiency, and overall developer support.
• - Continuously improve support processes in close partnership with Engineering as the company scales.

Senior Technical Support Engineer

• Site survey including (UK & worldwide) Which includes fixed, mobile and ship locations
• Ordering and packing installation Materials for shipment
• Logistics - arrange shipping and Customs paperwork
• 2nd line repair (within workshop in factory)
• Technical publications (system manuals and White papers)
• Factory Acceptance Testing (UK & worldwide)
• Site maintenance (UK & worldwide)
• Installation and commissioning of Datalink systems, Network Monitoring and Network Voting systems (UK & worldwide)
• Commissioning of air to ground links (worldwide)
• Customer Trials, including writing trial plans (UK & worldwide)
• Support for Customer Demos (UK and worldwide)
• Writing and deliver training courses on all ECS equipment (UK & worldwide)
• Customer Requirements capture for Sales (UK & worldwide)

Customer Support Engineer

• Understand requirements and translate them into technical solutions.
• Collaborate with project teams and functional consultants to provide technical solutions.
• Adhere to project plans and deadlines.
• Build and develop application integration solutions.
• Build and complete data migrations flawlessly.
• Balance between BAU support and project work successfully.
• Detail technical specifications and processes as part of implementing change requests.

ERP Technical Analyst – IFS

• Manage customer enquiries from initial contact through to resolution, ensuring timely communication, accurate case management and a consistently high standard of customer service
• Investigate and resolve service calls and incidents, documenting the steps taken and resolutions identified to facilitate training and continuous improvement of our processes and products
• Work closely with the Development and QA teams to investigate and provide resolutions to software defects, providing feedback and improvement suggestions
• Take responsibility for the ownership of your own workload and be willing to be flexible to help others with their workload when required
• Drive continuous improvement by identifying opportunities to enhance products, services and ways of working, providing customer feedback on product usability and functionality, contributing to knowledge management, root cause analysis and the adoption of AI-enabled service delivery
• Provide out-of-hours customer support as required and where agreed in advance
• Contribute to the creation and maintenance of internal and external facing collateral, such as knowledge base articles and videos, as well as Root Cause Analysis documentation
• Deliver manual Bacs bureau processing activities as may be required to support existing customers – reviewing processes and policies to ensure a high degree of efficiency, security, and customer experience

Customer Support Technical Specialist

• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff. This includes deep-dive investigations and reproduction of difficult-to-isolate bugs.
• Get on calls with customers, pull logs, and communicate with the customer about leading theories.
• Build engineering handoff packages that require minimal follow-up questions: reproducible case, log evidence (timestamps, node IDs), version matrix, impact scope, what's already been ruled out, and a proposed engineering team to own the fix.
• File and track issues for confirmed bugs, keeping the ticket/issue link intact so engineering retains full customer context.
• Monitor for patterns across escalations to catch recurring or systemic issues early; translate what you learn into product improvements, tooling, and runbooks that raise the technical bar for the whole Support org.
• Partner with Support, CSE, and Product/Eng, while staying within this team's scope.

Senior Customer Support Engineer, Customer Escalations

• Serve as the primary escalation point for technically complex tickets raised by paying customers, taking full ownership through to resolution.
• Diagnose and troubleshoot advanced Tailscale-specific issues like ACL misconfigurations, subnet routing/exit node configurations, and integration with identity providers (e.g. Okta, Azure AD).
• Manage a ticket queue with a consistent focus on SLA adherence, ensuring timely first responses and resolutions.
• Drive positive user outcomes and maintain high CSAT scores by providing clear, helpful, and accurate technical guidance.
• Balance a high volume of daily ticket replies while maintaining the technical depth required to troubleshoot complex networking issues.
• Partner cross-functionally to identify recurring friction points and advocate for improvements to the user experience.
• Own escalations of technically complex tickets from Tier 1, including those originating from free-tier users, ensuring issues beyond Tier 1's scope are resolved efficiently and thoroughly.
• Mentor and support Tier 1 colleagues through ticket reviews, escalation guidance, and documentation contributions.

• Manage customer communication and expectations.
• Provide phone, email and chat Support to assigned accounts.
• Provide troubleshooting and debugging of customer problems.
• Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
• Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly.
• Escalate critical issues and roadblocks to the Technical Support Manager.
• Be a part of the on call rotation for the assigned product team.

Technical Support Engineer

• Provide first and second-line support for a range of internal and customer-facing business applications.
• Diagnose and resolve application, hardware and system issues, escalating where appropriate.
• Monitor application performance, availability and security to ensure a seamless user experience.
• Work closely with internal IT teams, developers and third-party suppliers to resolve incidents and drive improvements.
• Create and maintain technical documentation, support processes and knowledge base articles.
• Deliver user training and provide guidance to colleagues across the business.
• Support software upgrades, application deployments and system enhancements.
• Participate in incident management activities, ensuring service levels and key performance indicators are achieved.
• Identify opportunities to improve processes, efficiencies and user experiences.
• Contribute to projects involving new applications, integrations and technology enhancements.
• Build strong relationships with teams across Customer Services, Operations, Purchasing and Pharmacy.
• Help foster a positive, collaborative and friendly team culture.

IT Support Engineer

• Working with developers, platform teams, and technical leaders worldwide to troubleshoot complex issues and help them get the most out of Kong products and technologies.
• Leading technical investigations using logs, metrics, configuration, code, and customer context to understand the problem and drive it towards resolution.
• Collaborating with customers, teammates, Product, and Engineering to diagnose difficult issues, identify root causes, and recommend practical next steps.
• Taking ownership of high-impact and escalated support cases, ensuring communication is clear, timely, and appropriate for both technical and business stakeholders.
• Creating knowledge articles that complement our documentation and help customers better understand product behaviour, troubleshooting approaches, and real-world use cases.
• Sharing knowledge with other support engineers through mentoring, case reviews, technical enablement, and support-led documentation.
• Driving improvement within the support team by finding better ways to work, improving the tools we use, and raising the bar on the service we deliver to enterprise customers.
• Providing structured feedback to Product and Engineering based on customer issues, recurring support patterns, product gaps, and operational challenges seen in the field.

Staff Technical Support Engineer

• Provide technical support and incident resolution for UC systems, including but not limited to Teams Operator Connect, Teams Direct Routing, and SIP/VOIP platforms.
• Implement, configure, and maintain UC infrastructure components, including SBCs (Ribbon, AudioCodes), contact centres, and call recording solutions.
• Troubleshoot and diagnose hardware and software issues within UC environments, escalating complex problems as necessary.
• Conduct routine system health checks, performance monitoring, and apply updates or patches to maintain optimal operation.
• Document technical procedures, solutions, and configurations for knowledge sharing and compliance purposes.
• Collaborate with other IT and support teams to ensure seamless integration and operation of UC services.
• Assist in provisioning users, managing access controls, and supporting moves/adds/changes requests on UC platforms.
• Participate in projects related to UC system upgrades, migrations, and new feature deployments.
• Maintain security standards and ensure compliance with organisational policies and industry best practices.

UC Support Engineer

• Provide day‑to‑day support for Service Desk activities, including incidents, requests, and end‑user queries
• Work to agreed service targets (SLAs, OLAs, KPIs) by managing and progressing tickets effectively
• Prioritise and manage workload to maintain ticket queues and service levels
• Support the resolution of more complex issues with guidance from senior team members
• Work collaboratively with other analysts and wider IT teams
• Identify areas where services or processes can be improved
• Assist with testing, documentation, and service transition tasks
• Monitor performance against individual and team service targets
• Ensure tickets are logged, updated, and resolved to a high standard
• Create and update knowledge base articles
• Communicate clearly and professionally with end users and stakeholders
• Support a range of business applications and collaboration tools

User Support Analyst

• Lead all support ticket requests within SLA response times while ensuring clear and effective communication. Take ownership and see them through to resolution.
• Knowledge documentation — create and maintain technical notes and knowledge base articles, user guides and FAQs to support AI enablement.
• Lead support for all hardware and software, working with third-party vendors where necessary.
• Collaboration — log all activities in ticketing systems, ensure seamless issue resolution and provide reports.
• Analyse all processes, identify and suggest changes to improve for scale, leveraging automations where possible.

IT Support Analyst

• Deliver advanced technical support, resolve complex incidents, and head the build and deployment of secure, reliable IT systems
• Act as the main escalation point for complex technical incidents, delivering advanced diagnosis across servers, networks, cloud platforms, applications and end-user environments
• Monitor, maintain and optimise systems to ensure stability, performance and security, including patching, backup management, antivirus and proactive health checks
• Troubleshoot and manage a broad technology estate, including physical and virtual servers, cloud platforms (such as Microsoft Azure and Amazon Web Services), identity and access management, endpoint management tools, networking, backup and disaster recovery, and security tooling
• Carry out root cause research to resolve underlying issues and implement long-term fixes that reduce repeat incidents
• Ensure all activity follows ITIL processes, advocating a compliant and well-governed environment
• Own service transition activities, ensuring new and updated services are secure, valid and effectively handed into business-as-usual assistance
• Work with third-party providers to resolve specialist issues and maintain service continuity
• Maintain clear, accurate and up-to-date documentation for infrastructure, configurations and assistance processes
• Deliver infrastructure projects, including system migrations, upgrades, integrations and new service deployments
• Build, configure and deploy servers, cloud services, end-user devices, network components and system upgrades, maintaining standard builds, golden images and secure configuration baselines
• Own infrastructure modernisation through the adoption of cloud technologies, automation and improved tooling
• Strengthen resilience through proactive monitoring, capacity planning and robust backup and recovery processes
• Contribute to infrastructure strategy, ensuring systems scale effectively to help business growth and evolving digital needs
• Identify and deliver continuous improvement opportunities to streamline processes, reduce recurring issues and enhance system performance
• Enhance cybersecurity by maintaining strong patching, endpoint protection, secure configurations and system hardening practices

3rd Line Build & Support Engineer

• Serving as the go-to expert for the Microsoft Dynamics 365 CRM platform
• Providing in-depth support for Dynamics CRM entities, workflows, configurations, reporting, dashboards, and security models
• Taking ownership of technical issues, thoroughly understanding customer needs, and effectively utilizing the escalation process for complex resolutions.
• Managing and prioritizing diverse support requests from a large user base with meticulous attention to detail.
• Troubleshooting and resolving incidents and problems via phone, email, and remote meetings within defined SLAs.
• Collaborating closely with engineering and product delivery teams to gain a deep understanding of product functionalities and project requirements.
• Potentially contributing to project management and support service management activities.

• Be the first point of contact for our office staff with their IT issues
• An enthusiastic attitude towards learning and flexibility to adapt to new challenges or changes in direction
• Provide direct support for Windows and MacOS. Ensuring they are up-to-date and compliant with the IT standards
• Support IT BAU tasks, including ticketing, troubleshooting, and maintenance, as well as managing repairs and disposal of tech equipment.
• Onboarding of new joiners across multiple geographic locations and support with their technical needs
• Maintain and troubleshoot other office technical equipment, i.e. Video conferencing equipment, network and other IT peripherals
• Improve and develop our systems with automations and scripting deployments

Support Engineer jobs in United Kingdom

See all jobs on JobTailor

Client and Product Support Analyst

Digital Technical Support Specialist

Transformation 2nd Line Support Engineer

BAU 2nd Line Support Engineer

Senior Technical Support Engineer

Customer Support Engineer

ERP Technical Analyst – IFS

Customer Support Technical Specialist

Customer Support Technical Specialist

Senior Customer Support Engineer, Customer Escalations

Customer Support Engineer

Technical Support Engineer

IT Support Engineer

Staff Technical Support Engineer

UC Support Engineer

User Support Analyst

IT Support Analyst

3rd Line Build & Support Engineer

Technical Support Engineer

IT Support Engineer