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Mark43 is seeking a Junior Support Engineer to join our growing UK support organization, supporting mission-critical public safety systems for global customers including the Greater Manchester Police (GMP).
This role is designed for a recent graduate with strong technical fundamentals who is looking to develop real-world engineering experience in a high-impact, customer-facing environment.
Unlike traditional support roles, this position is engineering-focused, combining customer communication, technical troubleshooting, and hands-on software investigation. You will work directly with production systems, collaborate with senior engineers, and contribute to real fixes in the product.
Key Responsibilities
- Serve as a first point of contact for customer support requests via:
- Phone
- Ticketing system
- Triage and manage incoming support tickets:
- Assess severity and priority,
- Reproduce reported issues
- Communicate clearly with customers on status and next steps
- Investigate and resolve technical issues, including:
- Frontend bugs (JavaScript / TypeScript)
- API and backend-related issues
- Data-related issues using SQL
- Perform hands-on technical work such as:
- Writing and executing SQL queries (read and write operations)
- Debugging application behaviour using logs and internal tools
- Developing small scripts or fixes (TypeScript / JavaScript)
- Proposing and, where appropriate, implementing fixes for simpler issues
- Collaborate with Engineering teams:
- Escalate complex issues with clear documentation
- Participate in root cause analysis
- Contribute to ongoing product improvements
- Participate in support operations:
- Assist with monitoring and incident response
- Support continuous improvement of internal processes and documentation
Required Qualifications
- Bachelor’s degree in:
- Computer Science
- Software Engineering
- Or a related technical discipline
- Strong foundational knowledge of:
- JavaScript or TypeScript
- SQL and relational databases
- Basic web technologies (APIs, HTTP, frontend/backend concepts)
- Demonstrated ability to:
- Troubleshoot technical problems logically
- Learn new systems quickly
- Communicate clearly and professionally
Preferred Qualifications
- Experience with:
- Writing SQL queries (SELECT, UPDATE, INSERT)
- Debugging frontend applications
- REST APIs and JSON data structures
- Git or version control systems
- Exposure to:
- Production systems or real-world software environments
- Scripting or automation
- Logging/monitoring tools
Key Skills
- Strong problem-solving and analytical thinking
- Clear and professional communication (both written and verbal)
- Attention to detail and ability to follow through on issues
- Ability to balance technical work with customer interaction
- Willingness to take ownership and learn in a fast-paced environment
What You’ll Gain
Hands-on experience working with a production-scale SaaS platform
Exposure to real customer issues and system behaviour
- Opportunity to debug, fix, and improve live software
- Direct collaboration with experienced engineers and support leadership
- A strong foundation for a future career in:
- Software Engineering
- Site Reliability Engineering (SRE)
- Technical Support Engineering
Location & Work Model
- Location: Manchester
- Work Model: Hybrid (3 days per week in Manchester office)
Additional Requirements
- Must meet eligibility requirements for working in the UK
- Must have been a resident of the UK for a minimum of five (5) consecutive years
- Will be subject to stringent background checks and security vetting conducted by UK law enforcement authorities
- Employment and system access are contingent upon successful completion of all required vetting and clearance processes
- Willingness to participate in a structured onboarding and training program
- Ability to work within a team supporting 24×7 operations (shift-based coverage as the team scales)
What We Offer
- 28 days holiday plus UK bank holidays
- Private medical, dental, and vision insurance through AXA Health and BUPA, fully paid for you and your dependents
- 18 weeks paid parental leave for primary caregivers plus a ramp-back programme
- Income protection (75% of salary) and death in service cover (4x salary), fully paid
- Pension through Nest with 3% employer contribution
- Gym reimbursement for you and your partner
- Equipment allowance to set up your home office
- AI tooling including Claude Code Enterprise and ChatGPT Enterprise licences provided
- Spring Health membership with therapy sessions and mental wellness tools, fully covered
- Company performance-based bonus
- Paid sabbatical of one month at your five-year anniversary
- Biannual hackathons, learning budget, and a team that genuinely invests in your growth
Junior Support Engineer in Manchester employer: Mark43
Mark43 is an exceptional employer that prioritises innovation and collaboration in the public safety technology sector. With a strong focus on employee well-being, we offer excellent benefits such as private medical insurance and gym reimbursement, alongside a competitive salary range. Our hybrid work model fosters a supportive culture where you can grow your skills while making a meaningful impact on UK police custody operations.
