Description

Technical Support Engineer - Enterprise Platform Solutions
We are looking for a skilled Technical Support Engineer to join a fast-paced environment supporting a large-scale enterprise workflow and automation platform. In this role, you'll diagnose complex technical issues, guide customers through solutions, and contribute to ongoing improvements within the support function. You'll work closely with engineering teams, product specialists, and customer administrators to ensure reliable and effective platform performance.
Key Responsibilities

• Investigate and resolve advanced technical incidents across multiple product areas and integrations.
• Analyse logs, troubleshoot system behaviour, and apply structured debugging techniques to identify root causes.
• Provide clear, concise technical guidance to customers, administrators, and development teams.
• Collaborate with internal specialists to escalate issues appropriately and contribute to broader problem-management activities.
• Maintain high-quality communication and customer engagement throughout the lifecycle of each support case.
• Support continuous improvement of support processes, documentation, and knowledge-sharing practices.
• Manage workload effectively in a dynamic environment with competing priorities.

Skills & Experience

• Proven ability to troubleshoot highly complex technical problems in a production environment.
• Strong analytical and problem-solving capability, including interpreting log files and diagnosing multi-layer issues.
• Excellent communication skills, with the ability to explain sophisticated technical concepts to diverse audiences.
• Experience supporting enterprise customers, administrators, or development teams.
• Solid understanding of incident, problem, and change management processes, as well as escalation and knowledge management best practices.
• Strong time-management and organisational skills.

Technical Background

• Degree in Computer Science, Information Systems, or equivalent professional experience.
• Hands-on experience with modern web technologies, including JavaScript, CSS, XML, HTML, and asynchronous browser components.
• Knowledge of frameworks or scripting languages such as JavaScript, AngularJS, or similar.
• Experience with backend programming (e.g., Java or an equivalent object-oriented language).
• Understanding of object-oriented design principles.
• Familiarity with relational databases (e.g., MySQL, Oracle).
• Working knowledge of web application architectures and their components.
• Exposure to Linux, UNIX, or similar operating systems.
• Minimum 3 years of customer-facing technical support experience (preferably with web-based or SaaS products).