Description

Technical Support Engineer
Contract

12months

Overview
We are seeking an experienced Technical Support Engineer to join our global client. In this role, you will work directly with customers and partners to troubleshoot complex issues, resolve technical cases, and provide expert guidance on platform functionality and integrations. You will act as a trusted advisor, ensuring a high-quality support experience while contributing to product improvement and internal best practices.
What You'll Do

• Diagnose, troubleshoot and resolve technical issues related to platform functionality, integrations, performance, authentication, networking, and configuration.
• Manage customer cases end-to-end through web, chat, email, case updates, and phone support.
• Provide clear communication, build trust, and deliver an exceptional customer experience.
• Analyse logs, use diagnostic tools, and perform root-cause analysis to resolve complex or high-priority issues.
• Collaborate with engineering, product, and other internal teams to resolve escalated cases.
• Serve as a customer advocate by communicating recurring issues, product gaps, and enhancement opportunities.
• Maintain deep expertise in assigned product areas and assist customers in understanding best practices.
• Create knowledge articles, documentation, and process improvements to increase operational efficiency.
• Participate in on-call rotations, bridge calls, and cross-regional handovers as required.
• Drive continuous improvement by contributing to support methodologies, tools, and workflows.

Skills & Experience Needed

Core Technical Skills

• Strong troubleshooting ability, especially across complex technical systems.
• Ability to read and debug JavaScript and basic Java or similar backend languages.
• Experience with two or more of the following areas:
  • Authentication & User Management: LDAP/Active Directory, SSO, SAML, OAuth/OIDC, Azure AD, Okta
  • Web Services & Integrations: REST, SOAP, data extraction (JDBC/ODBC), ETL, API troubleshooting
  • Email Infrastructure: Exchange, Office365, Postfix
  • Networking: understanding of core network protocols, connectivity troubleshooting
  • Relational Databases: MySQL, Postgres, Oracle
  • Operating Systems: Linux/Unix or Windows Server
  • Web Application Stacks: HTML/CSS/JS, dynamic components (AJAX, XML, JSON), browser debugging
  • Remote administration: SSH, WMI, SNMP, PowerShell

Support & Customer Skills

• 2-4+ years in customer-facing technical support or software engineering environments.
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
• Strong case management, multitasking, and time-management skills.
• Experience handling escalations, leading investigations, and managing stakeholder communications.
• Personal commitment to quality, customer satisfaction, and service excellence.

Bonus / Desirable Skills

• Experience with SaaS/PaaS products or cloud-based platforms.
• Knowledge of ITSM, ITIL, CMDB, incident/problem/change management.
• Familiarity with performance analysis tools (e.g., Splunk, Wireshark).
• Experience diagnosing performance, scaling, or reliability issues.
• Background in platform administration, development, or scripting (JavaScript, Java, PowerShell).
• Experience integrating or leveraging AI tools in troubleshooting or workflow optimisation.