Support Engineer

About Us

We are a software company based near Brighton. We design, develop and distribute our own products, including a Unified Communications App and AI-powered tools for call transcription, sentiment analysis and meeting summaries. We also build and support bespoke software applications for selected customers.

Our team combines deep technical expertise with a passion for building scalable, cloud-deployed products that solve real-world communication challenges.

The Role

We’re looking for a Support & QA Engineer to ensure our products are robust and our users are supported.

• You will play a pivotal role ensuring that our client-deliverables remain stable, reliable and of high quality.
• You will be the first point of contact for support issues, will assist with issue-resolution, and will also be involved in QA testing of our software and integrations. (QA Testing will be taught on the job.)
• Within your role you will be bridging the gap between end-user support, development and quality.

Key Responsibilities

Support & Issue Resolution:

• Investigate and reproduce reported issues.
• Provide support for our SaaS, UC and AI applications.
• Manage issue tracking and communication with developers and clients.
• Collect and analyse feedback to drive improvements.

Quality Assurance:

• Design, build and maintain automated test suites.
• Define acceptance criteria and support test coverage across web, mobile and API layers.
• Perform exploratory testing on new features.
• Integrate test automation into CI/CD pipelines.
• Document results and track defects to closure.
• Creation of end user docs and manuals

Requirements

Essential:

• Experience within technical support/software support/IT help-desk/application support, or similar.
• Strong problem-solving and analytical skills.
• Ability to communicate clearly with technical and non-technical users.
• Comfortable documenting and managing bugs and support tickets.
• Desire to learn: especially with regard to QA/testing methodologies, test case design, manual/automation testing

Desirable:

• Experience maintaining servers and understanding deployment environments.
• Familiarity with Google Cloud Run or similar serverless/container-based platforms.
• Knowledge of WebRTC, VoIP or UC systems.
• Understanding of CI/CD pipelines.
• Experience with REST APIs and JSON.
• Interest in AI / speech processing technologies.
• Exposure to Agile and BDD testing approaches.

Personal Qualities

• Detail-oriented and methodical.
• Proactive and keen to improve processes.
• Friendly, professional and customer-focused.
• Curious and eager to learn new technologies.

Benefits

• Relaxed working environment
• Hybrid / remote flexibility
• Birthdays off
• 30+ days annual leave (including bank holidays)
• Private health & dental plans
• Health & wellbeing programme
• Flexible hours
• Casual dress & company events