Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing advanced technical support for contact center software with an accent on root cause analysis and network troubleshooting. Focus on resolving complex SaaS multi-platform issues, mentoring colleagues, and ensuring strict SLA compliance.

Location: United Kingdom - Remote / Hybrid

Company

A NASDAQ-listed innovation powerhouse specializing in AI, cloud, and digital solutions for customer experience and financial crime prevention.

What you will do

• Provide advanced technical support via phone, chat, and email, analyzing logs and packet captures to identify root causes.
• Manage and resolve complex, escalated cases ensuring alignment with SLAs.
• Mentor colleagues on troubleshooting processes, product knowledge, and case management.
• Collaborate with R&D, QA, and Product Management to document and resolve software bugs.
• Create and maintain knowledgebase content using KCS methodology.

Requirements

• 2+ years of experience in a technical customer service role.
• 3+ years of experience with SaaS, telecommunications, and networking technologies (TCP/IP, HTTP, SFTP).
• Proficiency with load balancers, proxies, firewalls, and relational databases (MSSQL, Oracle, MySQL).
• Bachelor’s degree in Computer Science, Networking, or equivalent work experience.
• Must be based in the United Kingdom.

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• Experience troubleshooting VoIP, telephony, DS3, Ethernet, or OC-X.
• Knowledge of Workforce Management software or outbound diallers.
• Understanding of Web Services and API conceptual use.
• Competency in database and SQL concepts.

Culture & Benefits

• Opportunity to work for a global market leader used by Fortune 100 corporations.
• Fast-paced, agile environment that encourages critical thinking and assertiveness.
• High standards of execution with a focus on professional growth.
• Inclusive and equal opportunity employment culture.