At a Glance
- Tasks: Own technical investigations and support clients with complex issues using cutting-edge tech.
- Company: Join a forward-thinking digital agency with a focus on innovation and teamwork.
- Benefits: Competitive salary, remote work flexibility, 25 days holiday, and comprehensive health benefits.
- Other info: Enjoy team events and opportunities for international work and career growth.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience in technical support, strong SQL skills, and knowledge of web technologies.
The predicted salary is between 40000 - 45000 £ per year.
SQL, Linux, PHP/Word Press, HTML, CSS, e Commerce, API’s, AWS, DNS.
Take ownership of complex technical issues while mentoring and supporting other engineers.
Ongoing career development and training opportunities in a supportive team.
This role offers the opportunity to own technical investigations, manage critical support issues, improve support processes and use AI tools to enhance service delivery.
As Technical Support Engineer, you'll work closely with clients and internal teams to create solutions, manage incidents and continually improve how support is delivered.
Based within an experienced team, you'll be given the autonomy to make an impact while continuing to develop your technical expertise.
*2 days per month in either their Bristol or London offices.
- What experience you'll need to apply
- Commercial experience working as a Technical Support Engineer within a digital agency or multi-client e Commerce environment.
- Strong SQL skills and experience investigating data-related issues.
- Experience troubleshooting web platforms, APIs, integrations and e Commerce systems.
- Working knowledge of Linux and command-line tools.
- Understanding of PHP, HTML, CSS and core web technologies.
- Knowledge of HTTP, SSL/TLS and DNS.
- Experience working within ticket management or service desk systems.
- Confidence using AI tools to support diagnosis, documentation and workflow improvements.
- Experience producing accurate technical documentation and knowledge base content.
- Exposure to Shopify, Word Press, Sanity, AWS or Kubernetes would be highly beneficial.
- What you'll be doing
As a Technical Support Engineer, you'll act as the primary point of contact for client support requests, ensuring issues are investigated, resolved and communicated effectively.
You'll manage support tickets within agreed service levels and work across a range of web platforms, CMS environments and e Commerce systems.
You'll troubleshoot technical issues across platforms such as Shopify, Word Press and other content management systems.
This will include diagnosing front-end and back-end problems, investigating integrations, reviewing database records and identifying root causes of platform incidents.
You'll work with technologies including SQL, Linux, AWS services, DNS, SSL/TLS, APIs and web hosting environments.
The Technical Support Engineer will also act as an escalation point for more complex issues.
You'll coordinate responses to higher-priority incidents, contribute to support runbooks and knowledge bases, and help ensure support processes remain effective and well documented.
A key aspect of the role is using AI as part of daily operations.
You'll use AI tools to assist with ticket triage, diagnosis, documentation and workflow improvements.
You'll also identify opportunities to automate repetitive tasks, helping improve efficiency for both clients and internal teams.
What you'll get in return for your experience
There’s a competitive salary (£40K-45K) and a comprehensive benefits package.
You'll have the flexibility of primarily remote working, with only limited office attendance required each month.
Additional benefits include 25 days holiday, private medical insurance, life insurance, employee assistance programme, pension scheme, a personal development plan, regular career development conversations and the opportunity to work abroad for up to four weeks annually.
You'll also enjoy team events throughout the year, including summer gatherings and an end-of-year celebration.
Most importantly, you'll join a business that values learning, continuous improvement, innovation and the thoughtful use of emerging technologies.
What's next?
#J-18808-Ljbffr
Tech Support Engineer employer: Adlib
Join a forward-thinking company that values innovation and collaboration, offering a dynamic work culture where your contributions directly impact business decisions. With competitive benefits and ample opportunities for professional growth, this role in data management not only allows you to hone your technical skills but also empowers you to lead initiatives that drive meaningful change. Located in a vibrant area, you'll enjoy a supportive environment that fosters creativity and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Tech Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adlib. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adlib before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Tech Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adlib:Your cover letter is your chance to shine! Tell us why you want to work at Adlib specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adlib!
How to prepare for a job interview at Adlib
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
