Requirements

• The perfect candidate is deeply passionate about developing advanced software systems, committed to engineering excellence, knowledgeable about hardware components, and unwavering in their dedication to quality
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• Are you passionate about cutting-edge AR technology and thrive in a fast-paced, live operational environment? If so, we want to hear from you
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• Education & Experience: Degree or equivalent in Software, IT, or Engineering-related fields with 3+ years of experience in a technical support role
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• Technical Expertise: Strong knowledge of SaaS, Cloud, Linux, and Windows environments, including server administration, SSH, remote desktop, and network tracing tools
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• Foundational Engineering Knowledge: Understanding of mechanical or electronics engineering concepts
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• Problem-Solving & Analysis: Strong critical thinking, analytical, and troubleshooting skills, with proficiency in analysing logs and error reports
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• Customer-Focused Mindset: Self-motivated, proactive problem-solver with a customer-first approach and experience in customer-facing technical support roles
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• Operational Awareness: Familiarity with escalation policies and how to use them effectively, particularly in a live operations setting
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• Communication & Collaboration: Excellent spoken and written English skills for clear technical explanations and customer interactions
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• Process & Documentation: Experience working with ticketing systems (e.g., JIRA, Freshdesk) and the ability to create and maintain customer-facing documentation, FAQs, and troubleshooting guides
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• Global Support Readiness: Ability to work in rotating shifts as part of a 24/7 global support environment. Bonus Skills (Nice to Have):
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• Exposure to containerised environments (Docker, Kubernetes) and microservices architecture
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• Knowledge of BIM (Building Information Modelling) standards and how SaaS integrates into construction workflows
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• Experience with real-time monitoring and alerting tools (Grafana)

What the job involves

• We are currently looking for a talented full-time Technical Support Engineer to join our fast-growing team
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• This role will report directly into the Lead Technical Support Software Engineer and will work alongside the Technical Support, Software and Hardware teams to ensure technical support is provided to our customers promptly and at the highest quality
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• As a Technical Support Engineer, you’ll be the first point of contact for our customers, providing expert support and troubleshooting to ensure seamless operation of our AR technology and software stack
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• Our team operates 24/7 across all time zones, delivering rapid, articulate, and effective solutions to technical challenges
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• You'll play a crucial role in keeping our prestigious platforms running smoothly, swiftly addressing customer requests, solving complex technical issues, and collaborating with senior engineering teams when needed
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• Success in this role requires sharp problem-solving skills, the ability to manage multiple priorities under pressure, and a proactive approach to monitoring and issue resolution
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• This is an exciting time to join our Technical Support team, as we scale to meet increasing customer demand with the launch of new product lines
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• Be part of an expanding team, shape best practices, and make a real impact as we support cutting-edge Contech innovations at scale
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• Customer Support & Ticket Management: Handle customer requests within SLA response times while ensuring clear and effective communication
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• Technical Support: Provide 1st/2nd line support, escalating to 3rd line when necessary
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• Issue Resolution: Take ownership of customer issues, seeing them through to resolution
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• Knowledge Documentation: Create and maintain technical notes and knowledge base articles
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• Proactive Monitoring: Track key metrics and alerts to prevent potential issues
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• Escalation & Incident Management: Escalate complex issues to senior technical teams and support incident resolution processes
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• Hardware & Software Assistance: Work with third-party customers to maintain or replace hardware and troubleshoot software issues
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• Process & Collaboration: Log activities in ticketing systems, participate in daily global handovers, and ensure seamless issue resolution
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• Problem Prevention: Identify recurring issues and escalate for permanent fixes Required Skills/Qualifications:

• Eligibility to participate in our company equity scheme
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• Private healthcare
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• Flexible working hours
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• Company pension
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• 25 days paid holidays plus bank holidays
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• Easily accessible location
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• Casual dress code
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• Modern friendly environment
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• Start-up culture
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• Playing a valuable part in revolutionising the industry