Technical Support Engineer

Technical Support EngineerRole details
Department: Customer Support. Reports to: Support Lead. Coordinates technical investigations with existing engineering, DevOps and product owners; those teams retain authority over their systems and releases.
Role purpose
Investigate complex SaaS customer problems and turn incomplete reports into useful diagnostic evidence. Resolve issues through approved configuration or guidance where possible and give engineering clear, prioritised escalations where a defect or infrastructure problem requires action. Maintain customer-facing explanations that reflect verified findings.
Principal responsibilities
Investigation and diagnosis
· Review escalated case evidence and confirm affected tenant, user role, environment, workflow, timestamps and impact.
· Reproduce issues in approved test environments using authorised test accounts and safe datasets. Distinguish browser, configuration, permission, integration and application failures.
· Use approved logs, correlation identifiers, request and response information and diagnostic tools within assigned access limits.
· Assess authentication, authorisation, API behaviour, webhooks and integration dependencies without exposing internal credentials or private service interfaces.
· Document attempted steps and findings, including uncertainty. Avoid presenting a probable cause as a confirmed root cause.
Resolution and engineering escalation
· Provide approved technical guidance and safe workarounds. Verify effectiveness and document any limitations or temporary conditions.
· Create defect reports with clear reproduction steps, expected and actual results, evidence, affected scope, severity rationale and related case references.
· Coordinate with engineering on investigation status and validation of fixes. Do not directly change production code, database records or infrastructure unless separately authorised.
· Help Support translate technical findings into useful customer updates without disclosing internal security details or unrelated tenant information.
· Validate resolution through the customer's supported journey and record evidence before recommending case closure.
· Identify patterns across tickets and escalate potential incidents rather than treating each report as an isolated case.
Knowledge and prevention
· Maintain technical troubleshooting guides and known-issue notes with review dates and owners.
· Coach support specialists on evidence collection, safe troubleshooting and criteria for escalation.
· Feed recurring integration and configuration difficulties into Onboarding and Product to reduce preventable support demand.
· Participate in incident reviews, recording customer impact and diagnostic lessons while incident command remains with the designated owner.
· Maintain safe handling of logs and attachments, using approved redaction and retention processes where required.
Decision authority and escalation
May investigate through approved read access and perform authorised configuration actions. Cannot bypass tenant isolation, obtain unrestricted database or AI service access, disable controls, rotate credentials or deploy fixes without the responsible owner's authorisation. Escalate suspected security incidents and material service failures immediately through the defined process.
Required experience and skills
· Typically 3 or more years in technical software support, application troubleshooting or a related engineering service role.
· Practical understanding of HTTP, APIs, browser developer tools, authentication, permissions, webhooks and structured logs.
· Ability to reproduce defects systematically and write concise technical evidence suitable for engineering action.
· Familiarity with cloud-hosted SaaS and integration troubleshooting. SQL knowledge is useful for understanding problems but does not imply direct database access.
· Strong customer communication and judgement about sensitive information, uncertainty and access boundaries.
Preferred experience
Multi-tenant systems, AI-enabled workflows, communications integrations, Kubernetes-based services or incident coordination. Specific tools depend on approved internal systems.
Performance measures
Time to useful diagnosis, quality of engineering escalations, verified resolution, repeat issue frequency, safe handling of customer information and reduction of avoidable support rework. Engineering fix times should be distinguished from support investigation times.
Recruitment evidence
Candidates should diagnose a supplied API failure, write a defect report and explain how they would investigate an issue when direct production or private-service access is unavailable.

Work arrangement
Yes