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- Tasks: Help customers solve technical problems and manage support tickets.
- Company: Haystack is a tech company focused on improving customer support through innovative solutions.
- Benefits: Enjoy flexible working options: remote, office-based, or hybrid.
- Why this job: Join a supportive team that values work-life balance and clear communication.
- Qualifications: Experience in technical support and some coding knowledge is preferred.
- Other info: Collaborate with engineering teams and contribute to product development projects.
The predicted salary is between 28800 - 43200 £ per year.
As a Support Engineer, you’ll help customers by solving technical problems and answering their questions. You’ll be responsible for ensuring each issue is handled from start to finish with excellent customer service. You’ll also keep help documentation up to date and collaborate with teams across the business. You’ll support engineering projects that aim to improve customer support in the long term.
This role reports to the Support Team Lead.
Key Responsibilities:- Manage support tickets and answer technical queries
- Provide 1st, 2nd, and 3rd line support
- Troubleshoot issues, perform software testing, and fix bugs
- Improve and maintain customer support tools and workflows
- Create and update clear, helpful documentation
- Understand the company’s API and scheduling tools to offer high-level support
- Work with engineering to resolve issues and improve the product
- Take part in product development projects as needed
- Experience supporting APIs or SaaS-based products
- Background in technical customer support
- Some coding experience (e.g. NodeJS, Ruby on Rails, PHP, Go, or C is helpful)
- Familiarity with MS Exchange or Office365 is a bonus, but not essential
We offer flexibility—whether remote, office-based, or hybrid. The support team currently spans multiple locations, and we welcome applicants from various regions. We value work-life balance and base our work on shared principles. Clear communication, mutual trust, and a feedback-friendly environment are key to how we operate.
Seniority level: AssociateEmployment type: Full-time
Job function: Information Technology
Industries: Technology, Information and Internet
Technical Support Engineer employer: Haystack
Contact Detail:
Haystack Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Familiarise yourself with the company's API and scheduling tools. Understanding these systems will not only help you answer technical queries more effectively but also demonstrate your proactive approach to the role.
✨Tip Number 2
Brush up on your coding skills, especially in languages like NodeJS, Ruby on Rails, or PHP. Being able to troubleshoot and fix bugs will set you apart from other candidates and show that you're ready to tackle technical challenges.
✨Tip Number 3
Engage with current employees or join relevant online communities to gain insights into the company culture and support processes. This knowledge can help you tailor your approach during interviews and show that you're a good fit for their team.
✨Tip Number 4
Prepare to discuss your experience with customer support tools and workflows. Highlighting your ability to improve these systems will demonstrate your commitment to enhancing customer satisfaction and efficiency in the role.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Technical Support Engineer at Haystack. Familiarise yourself with the key tasks such as managing support tickets, troubleshooting issues, and maintaining documentation.
Tailor Your CV: Highlight your relevant experience in technical customer support, especially any work with APIs or SaaS products. Include specific examples of how you've solved technical problems or improved customer support processes in previous roles.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your coding experience and familiarity with tools like MS Exchange or Office365, even if it's not essential. Show how your skills align with their needs.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a support role.
How to prepare for a job interview at Haystack
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Technical Support Engineer. Familiarise yourself with managing support tickets, troubleshooting issues, and providing excellent customer service. This will help you answer questions confidently during the interview.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with APIs, SaaS products, and any coding languages you know, such as NodeJS or Ruby on Rails. Highlight specific examples where you've used these skills to solve problems or improve processes.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of past experiences where you successfully resolved technical issues or improved customer support. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Emphasise Communication Skills
Since the role involves collaboration with various teams, demonstrate your communication skills. Be ready to discuss how you keep documentation up to date and how you ensure clear communication with customers and colleagues alike.
