Technical Support Specialist in Newcastle upon Tyne

Eque2 is one of the most innovative providers of construction‑specific software solutions to the UK and Irish Marketplace, leading the way in delivering specialist software and services across multiple sectors and industries. Eque2 has developed industry‑leading applications across estimating, job costing, and service & maintenance, bringing value to every business and user we work with. We have a range of solutions that enable us to target all sizes of construction companies from c£1m t/o to c£1.5Bn t/o. All of the products are relatively complex, with implementation ranging from 5 days to 100 days. We’re proud to have been certified as a “Great Place to Work” for three consecutive years, reflecting our commitment to employee wellbeing, comprehensive benefits, and ongoing personal development opportunities. Now that our continued growth has surpassed £30m turnover, we are looking to strengthen our Technical Support team with the addition of a Technical Support Specialist.

Role Summary

We are seeking a motivated Technical Support Specialist to join our growing Support team, delivering high‑quality assistance to customers and partners across our Small to Medium Business product range. You'll be part of a collaborative team, providing expert support via phone and email, helping to ensure our clients get the most from their Eque2 solutions. Based in our Newburn (Newcastle) office, this hybrid role offers the opportunity to work from home up to 3 days per week following successful completion of probation.

About you

You’ll be a proactive and customer‑focused individual with a passion for technology and problem‑solving. With strong communication skills and a logical approach, you thrive in a support environment where every day brings a new challenge. You enjoy working as part of a team but are equally confident taking ownership of issues and seeing them through to resolution. Ideally, you will have previous experience in a technical support or service desk role, and you’re comfortable working with business software and troubleshooting technical issues. You’re keen to grow your skills in a dynamic company and are motivated by the opportunity to make a real impact with the support you provide. You’re organised, adaptable, and always ready to learn, committed to delivering a great experience for every customer, every time.

Key Responsibilities

• Provide prompt and courteous assistance to customers via various channels such as phone, email, or ticketing system.
• Diagnose and resolve software issues reported by customers by gathering relevant information, asking probing questions, and utilising troubleshooting techniques.
• Log customer support requests in a ticketing system, ensuring accurate and up‑to‑date information is recorded.
• Prioritise and manage your own outstanding ticket queue.
• Support configuration, and usage of software products, addressing questions and clarifying procedures.
• Document and report software defects or inconsistencies to the appropriate development teams, providing detailed steps to reproduce the issues and update customers accordingly.
• Identify and raise complex or critical issues to management, senior support or developers, ensuring timely and effective resolution.
• Specific tasks as requested by Line Manager.
• Troubleshoot, diagnose and resolve software issues reported by customers.
• Gather all relevant information required to fully understand a reported issue.
• Logging customer Support Requests in our ITSM Ticketing system; ensuring accurate and up‑to‑date information is recorded.
• Replicate, test and report software defects or inconsistencies to the appropriate Engineering team; providing detailed steps to reproduce the issue.
• Ensure Service Level Agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
• Identify and escalate complex and/or critical issues to higher‑level Support/Engineering teams, ensuring timely and effective resolution.
• Aiding the leadership team or other internal teams when required to do so, to meet the needs of the business.

Customer Experience

• Consistently strive to deliver first‑class Customer Service.
• Document useful notes around fixes/system information that can be included in our internal Knowledge Base, to aid the team.
• Bring your ideas forward around initiatives that improve customer satisfaction and loyalty.

Cross‑Functional Collaboration

• Work closely with Product, Engineering, and any other internal Eque2 teams, where required, to resolve a support request.
• Work closely with Product around the existing customer base and any requirements within the solution.
• Champion the voice of the customer with regard to new features in the application, to ensure customer requirements are captured for development.
• Liaise with third parties and our partners, where required, to resolve a Support Request.
• Follow all team and department policies and procedures.

Essential Skills and Experience

• Minimum 2 years’ experience within a similar Technical Support role.
• Excellent communication skills, concise and effective in both written and verbal formats; adept at tailoring information for technical and non‑technical audiences.
• Strong analytical skills with the ability to troubleshoot effectively.
• A high degree of self‑motivation.
• Ability to work in a fast‑paced environment; manage shifting priorities and implement changes quickly.
• A strong Customer Service ethic with a drive to constantly improve the customer experience.
• Experience using ITSM ticketing systems (e.g., Halo, Zendesk, ServiceNow).
• Experience supporting complex software products.
• Ability to manage and prioritise workload and demonstrate a proactive approach.
• A proven team player who builds strong relationships with teammates and rapport with aligned teams.
• An understanding of accounting fundamentals and principles, and business reporting requirements.

Essential core technical skills

• Experience using remote access tools.
• Broad understanding of I.T environments, operating systems, networking, or relevant technical areas within the organisations domain.
• Proficient in Microsoft 365 apps.

Advantageous Skills

• Sage 50 Accounts knowledge (50/200/Intacct) or similar.
• SQL/MySQL experience.
• Knowledge of the construction industry.
• Experience working within a SaaS environment.
• Experience in a fast growing, preferably PE backed software business with turnover between £15m and £50m.

Apply now and build your career with Eque2!