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- Tasks: Join us as a Technical Support and Operations Engineer, tackling customer support and AWS infrastructure challenges.
- Company: Kahootz, part of Jonas Software, is a leading cloud collaboration service trusted by UK government and enterprises.
- Benefits: Enjoy opportunities for training, remote work options, and a dynamic team environment.
- Why this job: Gain hands-on experience in tech support while contributing to innovative cloud solutions that impact users nationwide.
- Qualifications: A degree in Computer Science or related field is preferred; entry-level candidates are welcome to apply.
- Other info: Must be UK-based and eligible for security clearance; flexible working hours available.
The predicted salary is between 30000 - 42000 £ per year.
Technical Support and Operations Engineer
Client:
Jonas Software UK
Location:
United Kingdom
Job Category:
Other
–
EU work permit required:
Yes
Job Reference:
375a8b0004e2
Job Views:
5
Posted:
25.08.2025
Expiry Date:
09.10.2025
Job Description:
Description
:
Description
:
Technical Support and Operations Engineer
Available since 2003, our award-winning Kahootz cloud collaboration service is one of most widely adopted sovereign SaaS solutions across the UK government.
We are serious about. In addition to regular, independent certification of our business operations and cloud security controls, you’ll be pleased to learn that Kahootz is one of the few cloud services that have been accredited by security conscious Government departments such as the and for their most sensitive projects.
Building on these impressive credentials, Kahootz is now used by hundreds of thousands of people across public sector organisations, enterprises and non-for-profits to find smarter, safer, ways of working in the cloud.
Summary of Role
This Technical Support and Operations Engineer role is a dynamic position that spans customer support, client implementation, and public cloud operations. The successful candidate will split their time between providing first-line customer support, enterprise client implementation management, troubleshoot and fix issues on an AWS infrastructure. This role offers excellent exposure to all aspects of the product, from support interactions to the underlying infrastructure and ensuring successful client deployments. All responsibilities will be handled concurrently with ample opportunities for training and upskilling, providing a comprehensive foundation for a successful career.
Please note, applicants must be UK based and eligible for UK security clearance.
Key Objectives
Work closely with our R&D and DevOps teams to investigate, troubleshoot, and resolve issues in our AWS-based infrastructure
Oversee the implementation of new environments for special projects, including our AI deployments
Provide exceptional first-line customer support to enhance user satisfaction and retention
Bridge the gap between customer needs and product development through direct customer interaction
Develop a comprehensive understanding of the product from customer, technical, and business perspectives
Automate repetitive tasks and fixes for the most common issues
Act as a point of contact for enterprise client implementations to ensure successful onboarding and configuration.
Key Responsibility 1: Customer Support
Handle first-line customer support enquiries via multiple channels (email, chat, phone)
Troubleshoot technical issues and provide solutions to customer problems
Escalate complex issues to appropriate team members whilst maintaining customer communication
Document common issues and contribute to knowledge base development
Identify patterns in customer feedback that inform product improvement opportunities
Maintain high customer satisfaction scores and response time targets
Participate in support team training and stay updated on product changes.
Key Responsibility 2: Production Support
Monitor system health and performance using tools like CloudWatch, Monit, or similar
Investigate and resolve issues in our AWS infrastructure (EC2, RDS, S3, CloudWatch, etc.)
Document incidents, problems and changes
Deploy updates and patches to production environments
Write and maintain scripts (e.g. Bash, Python) to automate routine tasks.
Qualifications & Training
Bachelor\’s degree in Computer Science or related technical field (or equivalent experience)
Understanding of software development lifecycle and SaaS business models
Strong analytical and problem-solving skills and a customer-first mindset
Excellent written and verbal communication skills
Ability to manage multiple priorities and work in a fast-paced environment
Familiarity with support platforms and project management tools advantageous
Experience with monitoring/logging tools
Knowledge of AI concepts and applications beneficial but not essential.
Experience
Proven professional experience (graduate and entry-level candidates welcome)
Previous customer service or client-facing experience
Familiarity with AWS services (EC2, S3, RDS, IAM, CloudWatch)
Basic understanding of networking, Linux systems, and cloud infrastructure
Basic scripting or coding skills (Bash, Python, Go, etc.).
Previous exposure to software development or SaaS environments preferred
Experience working with SMEs or understanding of small business needs beneficial
Demonstrated ability to learn quickly and adapt to new technologies and processes
Experience in a remote working environment preferred.
Business Unit:
Kahootz
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
Career Site:
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
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Created on 25/08/2025 by TN United Kingdom
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Technical Support and Operations Engineer employer: Jonas Software UK
Contact Detail:
Jonas Software UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support and Operations Engineer
✨Tip Number 1
Familiarise yourself with AWS services, especially EC2, S3, and CloudWatch. Understanding these tools will not only help you troubleshoot effectively but also demonstrate your technical knowledge during interviews.
✨Tip Number 2
Engage with online communities or forums related to technical support and AWS. Networking with professionals in the field can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss your problem-solving approach. Be ready to share specific examples of how you've resolved technical issues in the past, as this will highlight your analytical skills and customer-first mindset.
✨Tip Number 4
Stay updated on the latest trends in cloud technology and AI applications. Showing that you're proactive about learning can set you apart from other candidates and align with the company's innovative culture.
We think you need these skills to ace Technical Support and Operations Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Technical Support and Operations Engineer role. Emphasise your familiarity with AWS services, customer support experience, and any scripting skills you possess.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully resolved technical issues or improved customer satisfaction in previous roles.
Highlight Relevant Qualifications: Clearly state your educational background and any certifications related to computer science or cloud technologies. If you have experience with monitoring tools or project management platforms, be sure to include that as well.
Showcase Problem-Solving Skills: In your application, provide examples of how you've tackled complex problems in past roles. This could include troubleshooting technical issues or automating tasks to improve efficiency, which is crucial for this position.
How to prepare for a job interview at Jonas Software UK
✨Understand the Role
Make sure you have a clear understanding of the Technical Support and Operations Engineer role. Familiarise yourself with the responsibilities, especially around AWS infrastructure and customer support. This will help you answer questions confidently and demonstrate your enthusiasm for the position.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples of how you've tackled technical issues in the past. Highlight your analytical skills and customer-first mindset, as these are crucial for this role. Be ready to explain your thought process and the steps you took to resolve problems.
✨Familiarise Yourself with AWS Services
Since the role involves working with AWS, brush up on your knowledge of services like EC2, S3, and CloudWatch. Being able to discuss these tools and how you've used them in previous roles will set you apart from other candidates.
✨Prepare Questions for the Interviewers
Think of insightful questions to ask your interviewers about the company culture, team dynamics, and future projects. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
