IT Support Engineer - Immediate Start

Technical Support Engineer I have an immediate need for a Technical Support Engineer who would be interested in working for a Manchester based scale-up business that are involved in the AI-powered technology space. The business is seeking an experienced and customer-focused Technical Support Engineer to join our world-class support team. In this role, you will be the front line of support for our cutting-edge data summarization platform, ensuring our customers receive timely and effective assistance. Representing the Support Team and delivering world-class customer service, as an extension to our Customer Success, Implementation and Development Teams. Communicating directly with customers to help gather information and troubleshoot issues. Conduct interactive customer training sessions to improve user proficiency and enable customers to maximise the value of the company platform. Developing in-depth product knowledge to help customers with more complex technical setups, such as SSO and integrations. Meticulously recreate reported issues, documenting comprehensive steps to reproduce and provide all necessary data to the Development team. Collaborate with Development to validate bug fixes and test new feature releases, ensuring high-quality standards. Leverage data and insights to identify areas for process improvements and knowledge gaps. Undergraduate degree (e.g. Bachelor’s degree) in a relevant subject such as Law, Business, Finance or similar desirable. Minimum of 2 years’ experience in a technical support role, preferably within SaaS or enterprise software. Any interest in the AI domain. As a Technical Support Engineer, you’ll be the first point of contact for our users when they need help, working closely with teams across the business to make sure issues are understood and resolved quickly. You’ll also help run training sessions, write up useful guides, test new features before they go live, and work to improve how we manage and respond to support requests. It’s a hands-on role where you’ll really get to know the product and play a key part in making sure our users have a great experience. You must be prepared to potentially go to the Manchester office on sporadic occasions (at very most, 1 x per month).