Technical Support Engineer
FRESH has partnered with a fast-growing SaaS provider in the hospitality and wellness technology sector to hire a Technical Support Engineer. This company delivers modern cloud-based software to clients globally and is scaling quickly, making this a great opportunity for someone who thrives in a high-energy, start-up environment.
The ideal candidate will bring solid SaaS support experience, strong analytical abilities, and the confidence to troubleshoot technical issues across integrations, APIs, and cloud workflows.
Key Responsibilities
- Deliver frontline technical support via email, chat, and ticketing systems.
- Diagnose issues involving authentication, REST APIs, webhooks, integrations, and cloud-based workflows.
- Support customer onboarding and feature configuration.
- Reproduce, document, and escalate technical bugs; collaborate with engineering on root-cause analysis.
- Analyse logs, API request/response data, and error traces to identify underlying issues.
- Contribute to knowledge base articles, technical guides, and walkthroughs.
- Provide structured feedback to Product and Engineering teams on recurring customer pain points.
️ Ideal Candidate Profile
- 2+ years in a technical support role within a SaaS or cloud-based software company.
- Strong understanding of REST APIs, JSON, authentication flows, and integration patterns.
- Confident analysing logs, network requests, and browser dev tools.
- Experience with common support platforms (Intercom experience is beneficial).
- Excellent written and verbal communication skills.
- Able to translate complex technical concepts into simple explanations.
- Strong troubleshooting mindset across UI, backend, integrations, and data layers.
Benefits
- Competitive salary
- Apple MacBook Pro
- Vitality private health insurance
- Weekly team lunch
- Hybrid working (Mon–Wed in office, Thu–Fri at home)
- 26 days annual leave
- Pet-friendly office (dogs welcome )