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 )