Technical Support Engineer (API & Microservices) - Software Solution - Remote
Daily rate: £200 - £300 (Inside IR35)
Duration: 9 months
Start: 5th January 2026
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.
Experience supporting large enterprise clients.
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.
*Rates depend on experience and client requirements