Tech Support Engineer

• SQL, Linux, PHP/WordPress, HTML, CSS, eCommerce, API’s, AWS, DNS.
• Take ownership of complex technical issues while mentoring and supporting other engineers.
• Ongoing career development and training opportunities in a supportive team.

This role offers the opportunity to own technical investigations, manage critical support issues, improve support processes and use AI tools to enhance service delivery. As Technical Support Engineer, you'll work closely with clients and internal teams to create solutions, manage incidents and continually improve how support is delivered. Based within an experienced team, you'll be given the autonomy to make an impact while continuing to develop your technical expertise.

*2 days per month in either their Bristol or London offices.

What experience you'll need to apply

• Commercial experience working as a Technical Support Engineer within a digital agency or multi-client eCommerce environment.
• Strong SQL skills and experience investigating data-related issues.
• Experience troubleshooting web platforms, APIs, integrations and eCommerce systems.
• Working knowledge of Linux and command-line tools.
• Understanding of PHP, HTML, CSS and core web technologies.
• Knowledge of HTTP, SSL/TLS and DNS.
• Experience working within ticket management or service desk systems.
• Confidence using AI tools to support diagnosis, documentation and workflow improvements.
• Experience producing accurate technical documentation and knowledge base content.
• Exposure to Shopify, WordPress, Sanity, AWS or Kubernetes would be highly beneficial.

What you'll be doing

As a Technical Support Engineer, you'll act as the primary point of contact for client support requests, ensuring issues are investigated, resolved and communicated effectively. You'll manage support tickets within agreed service levels and work across a range of web platforms, CMS environments and eCommerce systems.  You'll troubleshoot technical issues across platforms such as Shopify, WordPress and other content management systems. This will include diagnosing front-end and back-end problems, investigating integrations, reviewing database records and identifying root causes of platform incidents. You'll work with technologies including SQL, Linux, AWS services, DNS, SSL/TLS, APIs and web hosting environments. 

The Technical Support Engineer will also act as an escalation point for more complex issues. You'll coordinate responses to higher-priority incidents, contribute to support runbooks and knowledge bases, and help ensure support processes remain effective and well documented.  A key aspect of the role is using AI as part of daily operations. You'll use AI tools to assist with ticket triage, diagnosis, documentation and workflow improvements. You'll also identify opportunities to automate repetitive tasks, helping improve efficiency for both clients and internal teams. 

What you'll get in return for your experience

There’s a competitive salary (£40K-45K) and a comprehensive benefits package. You'll have the flexibility of primarily remote working, with only limited office attendance required each month. Additional benefits include 25 days holiday, private medical insurance, life insurance, employee assistance programme, pension scheme, a personal development plan, regular career development conversations and the opportunity to work abroad for up to four weeks annually. You'll also enjoy team events throughout the year, including summer gatherings and an end-of-year celebration. Most importantly, you'll join a business that values learning, continuous improvement, innovation and the thoughtful use of emerging technologies.

What's next?

If you like the sound of this one, send in your CV now for immediate consideration.