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.
