Technical Support Engineer (API-Focused)
Salary: Up to £35,000 + 10% Bonus
Location: Egham | Hybrid (2 days onsite)
Interview Process: Two stages
Looking to step up from 1st / 2nd line into a more analytical support role?
This is a great opportunity for a technically curious support engineer who enjoys digging into problems, working with APIs, and supporting customers on a modern SaaS platform.
You’ll be joining a growing, forward-thinking SaaS company whose cloud-based technology underpins the delivery experiences of some of the UK’s fastest-growing brands.
The Role
As a Technical Support Engineer, you’ll act as a key escalation point for customer issues, with a strong focus on API support and investigation. You’ll troubleshoot application behaviour, analyse data where required, and work closely with engineering and service teams to ensure a smooth customer experience.
This role is well suited to someone coming from a 1st or 2nd line background who wants to move away from pure volume ticket handling and into more technical, problem-solving support.
Key Responsibilities
* Provide high-quality technical support via ticketing systems, email, and phone
* Investigate and troubleshoot API-related issues, integrations, and application behaviour
* Analyse issues using logs, API responses, and application data
* Use SQL queries to support investigations and validate data where required
* Communicate clearly with customers, translating technical findings into plain English
* Escalate defects and complex issues to development teams with clear technical detail
* Help customers get the most value from the platform through guidance and support
Skills & Experience
* Experience in 1st or 2nd line Application / Technical Support
* Strong customer support mindset with excellent communication skills
* Experience supporting or troubleshooting APIs (REST, JSON, integrations, etc.)
* Working knowledge of SQL and querying databases for investigation purposes
* Comfortable working in ticket-driven, SLA-focused environments
* Analytical, detail-oriented, and keen to understand how systems really work
* ITIL knowledge or certification (desirable, not essential)
What’s on Offer
* Salary up to £35,000
* Hybrid working (2 days per week onsite)
* Supportive, people-first culture
* Opportunity to grow technically within a well-established SaaS business
Please note: Sponsorship is not available for this role.