Technical Support Engineer

Response Squad Agent

I’m working with a fast-growing AI-driven tech company who are looking for a Response Squad Agent to join their support team. This is a great opportunity for someone who loves problem-solving, communicating clearly with customers, and working in a fast-paced technical environment.

📍 Location: Cambridge (preferred) or London - 3 days on site

💰 Salary: £25,000 – £35,000

Role Overview:

You’ll act as the first point of contact for all technical support queries, resolving straightforward issues quickly and ensuring customers always receive clear, timely communication. More complex queries will be triaged and escalated to specialist teams, so strong judgement and organisational skills are key.

Key Responsibilities:

• Handle incoming technical queries via phone and Intercom
• Diagnose and resolve common technical issues efficiently
• Log, triage, and escalate more complex incidents
• Provide professional, timely updates to customers at every stage
• Maintain accurate records of incidents and communications
• Follow internal processes and contribute to continuous improvement
• Collaborate with technical teams to ensure smooth issue handover

Skills & Experience:

• Strong problem-solving ability
• Excellent written and verbal communication
• Experience with Intercom is a bonus
• Customer-first mindset, calm under pressure
• Ability to prioritise and multitask in a fast-paced environment
• Basic understanding of IT systems, networks, or software support is desirable
• Previous experience in a service desk/support role is beneficial

What Success Looks Like:

• Quick, effective issue resolution
• Clear and consistent customer communication
• No customer left without next steps or updates

If this sounds like you or anyone you may know send across your CV to Zoe.hinkinson@propellondon.com