Technical Support Engineer

Job Description

This is a primarily remote role, requiring occasional travel to offices for training or team meetings, and to customer sites.

This role is responsible for strategically managing the client service experience for critical application issues, ensuring the delivery of service excellence that consistently meets and exceeds Service Level Agreement (SLA) commitments. Once proficient, you will serve as a trusted technical consultant, partnering directly with clients to conduct deep-dive root cause analysis and articulate complex problems using their domain terminology. You will own the resolution lifecycle end-to-end, which involves conducting technical diagnostics, developing effective patches and immediate workarounds, strategically coordinating specialised engineering resources, and expertly communicating progress to clients through clear, digestible updates. Furthermore, you will actively contribute to the continuous improvement of support kno...