1st Line Support Engineer (Software Support)

Location: Newcastle upon Tyne, UK; hybrid with 3 days per week in the Newcastle office. Shift-based schedule includes Monday–Friday coverage from 7am–8pm, weekend coverage typically 1 weekend every 5–6 weeks, and voluntary bank holiday coverage.

Company

hirify.global provides cloud-based software solutions that help small and medium-sized businesses manage and grow their operations.

What you will do

• Provide first-line support for Legend customers through telephone, web chat, and support ticket systems.
• Manage support cases proactively and resolve client queries, data requests, and software issues.
• Escalate complex issues to second- and third-line support or external maintenance companies.
• Analyze support tickets and report performance against customer SLAs and internal targets.
• Perform UI-level software testing and help maintain and improve customer service standards.
• Support team development by sharing knowledge of Legend operations, policies, and software.

Requirements

• Proven technical experience in a similar support role with direct client-facing experience.
• Strong verbal and written communication, interpersonal, analytical, and problem-solving skills.
• Efficient verbal and written English communication is required.
• Ability to learn new skills and technologies quickly and work in a dynamic environment with defined deadlines.
• Self-motivated, results-oriented, and able to work effectively as part of a team.
• Must be legally authorized to work in the UK; visa sponsorship is not available.

Nice to have

• Experience with ticketing systems.
• Experience working toward agreed KPIs and SLAs.
• Customer service and stakeholder communication experience.
• Experience with multiple software products.

Culture & Benefits

• Hybrid and flexible working arrangements.
• Paid parental leave benefit programs.
• Three additional days off for volunteering and community support.
• Access to mental health support.
• Diversity and inclusion initiatives, including a global mentorship program.

Hiring process

• Submit a resume through the careers portal or an external job board.
• Include the word “moonshot” at the top of the message to the Hiring Manager.