Technical Services Engineer

Summary of Role The Technical Services Engineer is a progression role for someone who has built strong foundations in a service desk, helpdesk or first-line support environment and is ready to move into more complex technical work. Acting as a second-line escalation point for Customer Support and the wider Customer Operations team, you will own technical investigations, triage and prioritise work, communicate clearly with customers and internal teams, and help drive issues through to resolution. This is an application and product-focused role rather than traditional desktop or infrastructure support. Alongside second-line support, you will gain exposure to SQL, APIs, integrations, data investigation, testing and varied customer and internal project work. What You'll Do Technical Support, Triage and Ticket Ownership Own second-line technical tickets escalated by Customer Support, taking responsibility from initial investigation through to resolution or onward escalation.Triage and prioritise work based on urgency, customer impact, service levels and wider business priorities.Gather the right information, reproduce reported behaviour where possible and work through issues methodically before escalating.Identify whether an issue is related to platform behaviour, configuration, customer data, an integration, user error or a wider incident.Maintain clear and timely communication with customers and internal teams throughout an investigation, including when a final answer is not yet available.Provide high-quality technical escalations to Product or Engineering with clear evidence, steps to reproduce, impact and findings already established. Technical Investigation and Development Develop the skills to investigate application issues using customer data, system information, logs, SQL, APIs and other technical tools.Use SQL queries to validate data, investigate unexpected behaviour and support customer or internal technical enquiries.Support API and integration troubleshooting, including reviewing requests, responses, data formats and authentication issues.Test fixes, configuration changes and new functionality before release or handover.Recognise recurring technical issues and help identify opportunities to improve documentation, processes or platform behaviour. Customer and Internal Project Work Support a varied range of technical customer projects alongside the wider Customer Operations team.Assist with data mapping, integration setup, testing and validation activities.Support technical work involving HTML email templates, landing pages and other web-based assets where required.Contribute to internal projects, tooling and automation designed to improve efficiency across Customer Operations.Work collaboratively with Customer Support, Product Experts, Integrations, Product and Engineering teams. Documentation and Knowledge Sharing Create and maintain clear troubleshooting notes, technical documentation and internal knowledge articles.Document solutions to recurring issues so that more queries can be resolved effectively at first line Experience We're Looking For Around 1 to 2 years of experience in a Service Desk, Helpdesk, Customer Support, Application Support or similar technical support environment.Experience managing support tickets from initial triage through to resolution or escalation.Good understanding of how to prioritise work based on urgency, impact and customer need.Strong customer communication skills, including keeping customers informed while issues are being investigated.A structured and methodical approach to troubleshooting and problem solving.Experience working with service levels, response targets or defined support processes.Good general technical aptitude and a genuine interest in developing deeper knowledge across software, data and integrations. Technical Experience You do not need to arrive as an expert in all of the technologies below. We are looking for strong support fundamentals, technical curiosity and the ability to learn. Previous exposure to any of the following would be advantageous: SQL and working with relational data.REST APIs, JSON and API testing tools such as Postman or equivalent.Application logs and technical troubleshooting tools.HTML and CSS, with basic JavaScript or scripting knowledge as a bonus.SaaS platforms, CRM systems, marketing technology or third-party integrations. Skills and Behaviours Strong organisation and the ability to manage multiple tickets or pieces of work at once.Clear, confident and professional communication with both customers and colleagues.Curious and analytical, with a desire to understand why something happened rather than simply pass it on.Good judgement around when to continue investigating and when to escalate.Strong attention to detail, particularly when handling customer data and technical configurations.Comfortable asking questions, learning from others and taking ownership of personal development.Collaborative, dependable and customer-focused. Development Opportunity This role is designed for someone ready to take the next step beyond first-line or service desk support. You will build broader technical experience across second-line application support, SQL, APIs, integrations, data investigation and project delivery, with support from experienced colleagues across Technical Services and the wider business. It provides a strong foundation for future progression into more senior Technical Services, Integrations, Solutions or other technical roles within a SaaS environment. The salary for this role is £28k-£30k negotiable depending on experience.