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For Companies At a Glance
- Tasks: Deliver top-notch technical support for API-based software and fintech products.
- Company: Join a dynamic team in a leading IT services company.
- Benefits: Remote work, flexible hours, and opportunities for professional growth.
- Other info: Collaborate with a supportive team and enjoy a culture of continuous improvement.
- Why this job: Make a real impact by solving complex technical issues and enhancing client satisfaction.
- Qualifications: Experience in technical support, strong communication skills, and a tech-savvy mindset.
The predicted salary is between 30000 - 40000 £ per year.
My client is looking for a Technical Support Engineer to join our team on a freelance basis. You will play a key role in delivering exceptional technical support for a suite of API-based software microservices and associated fintech products. This role requires strong technical capability, excellent client-facing communication skills, and the ability to operate in a fast-paced and evolving environment.
Key Responsibilities
- Deliver an exceptional client support experience, maintaining end-to-end accountability for resolving issues and providing timely updates.
- Provide hands‑on technical support for API-based microservices, troubleshooting connectivity issues, microservice interactions, software components, and network‑related problems.
- Diagnose and resolve technical incidents, escalating appropriately while maintaining ownership of client communication.
- Liaise cross‑functionally with Engineering, Product Management, Cloud Operations, and other teams to resolve complex technical issues.
- Support the setup, optimisation, and ongoing management of support processes and tools, with a flexible mindset as systems evolve.
- Act as the central communication bridge between the client and internal teams, ensuring updates remain accurate and consistent in a single source of truth.
- Ensure all support issues are documented and recorded, and encourage clients to raise issues through formal support channels rather than informal ones (e.g., Slack).
- Monitor, analyse, and report on support metrics to identify trends, performance against SLAs, and areas for improvement.
- Produce monthly reports to track support KPIs and service performance over time.
- Develop and maintain documentation, including support processes, troubleshooting guides, FAQs, and knowledge articles.
- Contribute to a culture of continuous improvement, internal knowledge sharing, and operational excellence.
- Build and maintain strong client relationships, ensuring high customer satisfaction.
- Stay informed on the latest developments in our product and service offerings.
Skills & Attributes
- Strong interpersonal and client-facing communication skills.
- Impeccable written and spoken English.
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- Proven experience as a Technical Support Engineer (preferably in a large organisation).
- Strong technical proficiency in APIs, microservice architectures, software development fundamentals, and network troubleshooting.
- Flexible mindset capable of balancing interim processes with a long-term, scalable vision.
- Excellent analytical and problem-solving abilities.
- Ability to clearly articulate technical concepts to non-technical stakeholders.
- Self-motivated, able to work independently or as part of a team.
- Strong client-focus and a commitment to delivering world-class support.
- Professional, friendly, and highly detail-oriented.
Preferred Qualifications
- Experience with Accounting and/or AI-related technologies.
- Familiarity with support ticketing systems and CRMs (e.g., Salesforce, ServiceNow).
- Certifications related to technical support, SRE, cloud operations, or relevant technologies.
- Experience with observability tools such as Grafana or New Relic.
- Fluency in French or German (strong bonus).
- Experience collaborating with Legal, Public Affairs, or Communications teams.
- Background in Account Management or Client Success.
Team Structure & Logistics
- You will join a team of four Support Engineers, operating on a weekly on‑call rotation (approximately once every 4 weeks).
- During your on‑call week, you must be contactable during bank holidays for incident response.
- Coordination of annual leave with other team members is expected to ensure full coverage.
Seniority level Mid-Senior level
Employment type Contract
Job function Information Technology and Consulting
Industries IT Services and IT Consulting, Software Development, and IT System Training and Support
Technical Support Engineer in England employer: Salt
Contact Detail:
Salt Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer in England
✨Tip Number 1
Get your networking game on! Reach out to folks in the industry, especially those who work with APIs and microservices. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or GitHub with projects related to technical support or API integrations, make sure to highlight them. It’s a great way to demonstrate your hands-on experience and problem-solving abilities.
✨Tip Number 3
Prepare for interviews by brushing up on common technical support scenarios. Think about how you’d troubleshoot issues with microservices or APIs. We want to see you shine when discussing your approach to client communication and problem resolution.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Technical Support Engineer in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with APIs and microservices. We want to see how your skills match the role, so don’t be shy about showcasing relevant projects or achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about technical support and how you can contribute to our team. Keep it friendly and professional, just like us!
Show Off Your Communication Skills: Since this role involves client-facing communication, make sure your application reflects your impeccable written English. Clear and concise language will show us you can articulate technical concepts effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Salt
✨Know Your APIs Inside Out
Make sure you brush up on your knowledge of APIs and microservices before the interview. Be ready to discuss how they work, common issues that arise, and how you've tackled similar problems in the past. This will show that you're not just familiar with the concepts but can also apply them practically.
✨Show Off Your Communication Skills
Since this role requires excellent client-facing communication, practice articulating technical concepts in a way that's easy for non-technical stakeholders to understand. You might even want to prepare a few examples where you've successfully communicated complex ideas to clients or team members.
✨Demonstrate Problem-Solving Prowess
Be prepared to walk through your problem-solving process during the interview. Think of specific incidents where you diagnosed and resolved technical issues, and be ready to explain your thought process. This will highlight your analytical skills and ability to handle pressure.
✨Familiarise Yourself with Support Tools
If you have experience with support ticketing systems or observability tools like Grafana or New Relic, make sure to mention it. If not, do a bit of research on these tools and be ready to discuss how you would use them in the role. Showing that you're proactive about learning can really set you apart.