Technical Support Engineer

About the Role

Our client is looking for a skilled and proactive Technical Support Engineer to join their forward-thinking team in Manchester . This role is essential for providing high-level technical assistance to clients, diagnosing and resolving complex software and hardware issues, and contributing to the knowledge base. You will work collaboratively with engineering and product teams to ensure seamless user experiences and drive product improvement based on customer feedback, making a direct impact on product stability and customer satisfaction from a remote capacity.

Key Responsibilities

• Provide expert technical support to customers via remote channels, including phone, email, and screen sharing.
• Diagnose, troubleshoot, and resolve intricate technical issues related to software, hardware, and network configurations.
• Document all support interactions, solutions, and technical issues thoroughly in the ticketing system.
• Collaborate with development and QA teams to identify bugs and implement fixes.
• Create and update technical documentation, FAQs, and knowledge base articles for internal and external use.
• Identify recurring technical issues and propose solutions to prevent future occurrences.

Requirements

• Minimum 3 years of experience in a technical support or helpdesk role, with a strong focus on complex problem-solving.
• In-depth knowledge of operating systems, network protocols, and common software applications.
• Experience with remote support tools and methodologies.
• Excellent analytical and troubleshooting skills.
• Strong written and verbal communication abilities, with the capacity to explain technical concepts clearly.
• Ability to work independently and manage time effectively in a remote setting.

Benefits

• Competitive salary and potential for performance bonuses.
• Fully remote working arrangement offering maximum flexibility.
• Comprehensive health, vision, and dental insurance.
• Generous annual leave and public holiday entitlement.
• Access to ongoing training and certifications to enhance technical skills.
• A supportive virtual team culture and regular online social events.