Technical Support Engineer (Manchester)

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. to

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.

Key responsibilities are, but not limited to:

• Representing the Support Team and delivering world-class customer service, as an extension to our Customer Success, Implementation and Development Teams.
• Efficiently managing a high volume of support tickets across various channels while adhering to strict SLA targets.
• Prioritising and responding to customer inquiries with urgency, providing clear communication and tailored solutions.
• Communicating directly with customers to help gather information and troubleshoot issues.
• Escalating complex issues to appropriate teams and driving resolution in a timely manner.
• 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.
• Foster a culture of continuous learning by sharing best practices and insights across the organisation.
• 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.
• Author detailed playbooks and FAQs to standardise issue remediation processes and enable self-service resolution.
• Leverage data and insights to identify areas for process improvements and knowledge gaps.
• Develop, maintain, and look to constantly improve our Support process, including how we triage and prioritise issues, how we gather information and recreation steps, how we communicate externally and internally, how we measure our effectiveness, etc. Responsible for ensuring the relevant teams and individuals follow the process.

Qualifications & Attributes:

• 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.
• Strong problem-solving and analytical skills with the ability to quickly diagnose and resolve technical issues.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts early.
• Passion for delivering exceptional customer experiences and a commitment to continuous learning.
• Any interest in the AI domain.

As a Technical Support Engineer at Summize, 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 handle support tickets, talk directly with customers to troubleshoot problems, and escalate anything complex to the right team. 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.

This role will be pay between £30-38k and required someone who is prepared to work US East Coast hours (1 or 2pm start till 9 or 9.30pm UK hours) – THIS IS ESSENTIAL.

You must be prepared to potentially go to the Manchester office on sporadic occasions (at very most, 1 x per month).

Please apply now.