Technical Support Engineer

Technical Support Engineer Remote (UK)

Do you want to deliver exceptional customer experiences and play a hands-on role supporting mission-critical software used across the construction industry? At Causeway, we’re looking for a proactive, technically skilled Technical Support Engineer to provide 2nd line support and help delight our customers across a wide range of digital solutions.

Who Are We?

We are ranked as the UK’s #1 construction-specific software player, and our mission is simple: to provide market-leading end-to-end software solutions to the construction and construction-related industries across the entire build lifecycle. If you are looking to build an exceptional career with an award-winning company, you’ve come to the right place.

Our teams are based in the UK, Europe, USA and India, working on products that are used on a global scale. We have a clear and defined roadmap to deliver over the next three years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion.

We embrace diversity and equality and want our employees to feel comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills, and views. Creating a culture of equality isn’t just the right thing to do, it improves every aspect of our business.

Purpose

As a Technical Support Engineer, you’ll be at the heart of our customer support operations, investigating, resolving, and escalating issues to ensure our customers get fast, accurate, and friendly assistance every time. You’ll act as a 2nd line escalation point, specialising in particular Causeway product streams, and ensuring a seamless and positive customer experience. Your technical expertise and communication skills will directly contribute to customer satisfaction and retention, while helping shape internal processes and knowledge sharing.

Responsibilities Technical Customer Support

• Own and manage technical support cases escalated via the Support Platform, ensuring SLA adherence and high-quality resolutions.

• Provide 2nd line support for assigned product streams, working closely with Senior Technical Support Engineers and Professional Services.

• Build deep product knowledge across Causeway’s solution set, acting as a go-to expert for specific applications.

• Troubleshoot and resolve issues across software, systems, and infrastructure, including replication, logging, and investigation.

• Flag trends and common issues, recommending improvements to reduce repeat occurrences.

• Liaise with engineering teams where required to drive resolution of complex technical problems.

• Provide clear documentation and contribute to knowledge articles for internal and external use.

• Visit customer sites when required to support delivery or resolution.

Customer Experience

• Deliver an outstanding customer experience, consistently building trust, rapport, and satisfaction.

• Provide clear, concise, and empathetic communication, both written and verbal.

• Record all customer interactions accurately and thoroughly in the support system.

• Own customer feedback loops, ensuring that every issue raised is acknowledged, addressed, and followed up.

• Help foster a customer-centric support culture through continuous improvement and innovation.

Skills, Experience, and Qualifications Essential

• Minimum 3 years’ experience in front-line or 2nd line technical support.

• Degree-level education or equivalent in IT, Business Systems, or a technical discipline.

• 2+ Microsoft Certified Professional (MCP) certifications (or equivalent).

• ITIL Foundation certification or higher.

• Strong knowledge of Microsoft Office and the following technologies:

  • Microsoft Server and Desktop Operating Systems

  • Networks and communication protocols

  • IIS

  • Active Directory

  • Citrix

  • Terminal Server

  • Virtualisation

  • MS SQL Server

  • Android/iPhone mobile platforms

Competencies

• Passionate about delivering a great customer experience.

• Excellent problem-solving mindset and ability to work under pressure.

• Confident communicator who can explain technical details to non-technical users.

• Exceptional time management and organisational skills.

• Strong attention to detail and a thorough approach to troubleshooting.

• Driven, positive, and team-oriented, with a strong sense of ownership.

• Eager to learn new technologies and develop professionally.

Benefits

As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway. We strive, year on year, to achieve recognition as an award-winning workplace that our employees love. We’ve selected just a few of the many benefits available below to show you how we take care of our Causeway stars:

• 25 days annual leave + public holidays, increasing with length of service

• 4% matched pension

• Income protection and life assurance

• Access to our award-winning benefits platform

• We take mental health seriously and have a dedicated EAP available 24/7

• £100 allowance towards a fitness club

• Dell discounts

• Private Medical Insurance

• Paid study leave + volunteering days

• Car scheme

Carbon Footprint

Like all responsible companies, Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company, and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.

Our Values

We are Trusted. Do the right thing, we own this.
We are Agile. Be the change, we’re on a journey.
We are Curious. Ask questions, keep learning.
We are Driven. Get stuck in, we make it happen.

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