Technical Support Engineer
About Us
Founded in 2006 – We are a leading provider of cloud communications, data insights and payment solutions helping businesses deliver amazing interactions and experiences. We specialise in building scalable, secure, and cutting-edge platforms that integrate seamlessly with modern communication technologies. We are a Twilio Gold partner, working with many UK and international organisations, including Automotive, Social Housing, Utilities, Charity, Government and many more. 2026 is a year of progression and growth as we develop and evolve our product portfolio, expand our reach and continue to build on our successes.
Role Overview
As a Cloud Technical Support Engineer, you will provide support for our customers solutions. You will handle complex troubleshooting, assist with escalations, and contribute to knowledge management whilst working under the direction of Head of Support.
Role & Responsibilities
Technical Support & Problem Resolution
- Deliver First & Second line Cloud Technical Support for our customer solutions.
- Troubleshoot issues within custom contact centre implementations
- Analyse system logs, error messages, and performance metrics to identify issues
- Implement fixes for a wide range technical queries and issues as they arise.
- Escalate particularly complex issues to Senior Engineers as necessary.
Documentation & Knowledge Management
- Create technical documentation for common support scenarios
- Develop knowledge base articles covering frequently encountered queries/questions.
- Update troubleshooting guides based on resolved cases, examples and scenarios.
- Review and provide feedback on support process and procedures.
Customer Engagement
- Manage customer support requests within defined SLAs
- Communicate technical information clearly to customers with varying technical backgrounds
- Provide regular and detailed updates on issue resolution progress
- Conduct thorough post-resolution follow-ups
- Support customer onboarding for implementations
Internal Support
- Provide technical support to internal teams including Sales and Operations Implementation
- Assist with platform queries and basic technical guidance
- Help troubleshoot internal test environments
- Contribute to internal knowledge sharing on platform capabilities
Technical Liaison & Collaboration
- Interact with Twilio and other partners for standard escalations
- Collaborate with the development team on product
- Participate in troubleshooting sessions for customer issues
- Provide guidance and support to colleagues.
Monitoring & Support
- Help monitor system performance for customer implementations
- Respond to alerts for system components
- Identify recurring issues and patterns across customer implementations
- Test new releases and updates in controlled environments
Requirements
- 2+ years of experience in technical support for cloud-based solutions
- Understanding of contact centre technologies
- Basic experience with Twilio products and APIs is ideal.
- Basic knowledge of relevant programming languages (JavaScript, Python) desirable
- Understanding of WebRTC, SIP, and VoIP concepts is ideal
- Good problem-solving skills and attention to detail
- Strong written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
What We Offer
- Competitive salary and benefits
- Collaborative New Office environment for 2026
- Company Pension Scheme
- Opportunity to work on cutting-edge / new age communication, data and payment solutions.