Technical Support Engineer

Technical Support Engineer (API-Focused)

Salary: Up to £35,000 + 10% Bonus

Location: Egham | Hybrid (2 days onsite)

Interview Process: Two stages

Looking to step up from 1st / 2nd line into a more analytical support role?

This is a great opportunity for a technically curious support engineer who enjoys digging into problems, working with APIs, and supporting customers on a modern SaaS platform.

You'll be joining a growing, forward-thinking SaaS company whose cloud-based technology underpins the delivery experiences of some of the UK's fastest-growing brands.

The Role

As a Technical Support Engineer, you'll act as a key escalation point for customer issues, with a strong focus on API support and investigation. You'll troubleshoot application behaviour, analyse data where required, and work closely with engineering and service teams to ensure a smooth customer experience.

This role is well suited to someone coming from a 1st or 2nd line background who wants to move away from pure volume ticket handling and into more technical, problem-solving support.

Key Responsibilities

• Provide high-quality technical support via ticketing systems, email, and phone
• Investigate and troubleshoot API-related issues, integrations, and application behaviour
• Analyse issues using logs, API responses, and application data
• Use SQL queries to support investigations and validate data where required
• Communicate clearly with customers, translating technical findings into plain English
• Escalate defects and complex issues to development teams with clear technical detail
• Help customers get the most value from the platform through guidance and support

Skills & Experience

• Experience in 1st or 2nd line Application / Technical Support
• Strong customer support mindset with excellent communication skills
• Experience supporting or troubleshooting APIs (REST, JSON, integrations, etc.)
• Working knowledge of SQL and querying databases for investigation purposes
• Comfortable working in ticket-driven, SLA-focused environments
• Analytical, detail-oriented, and keen to understand how systems really work
• ITIL knowledge or certification (desirable, not essential)

What's on Offer

• Salary up to £35,000
• Hybrid working (2 days per week onsite)
• Supportive, people-first culture
• Opportunity to grow technically within a well-established SaaS business

Please note: Sponsorship is not available for this role.