About the Company

A well-established organisation in the automotive repair industry, operating for over 30 years. Known for its commitment to quality, customer service, and sustainability, the company has developed a network of smart, efficient repair centres offering high-tech alternatives to traditional body shops. The company philosophy centres around Repair over Replace, with a strong focus on innovation, cost control, and environmental responsibility.

Core Values

• Pride – Delivering high-quality repairs on time and on budget
• Innovation – Embracing new ideas and technologies
• Responsibility – Acting with accountability to people, customers, and the environment

The Role

The company is seeking a Technical Support Engineer to join its internal development team and provide application support for a custom-built business management system used daily by over 400 employees.

This role involves investigating, troubleshooting, and resolving issues while collaborating with developers, stakeholders, and users across the business. It\'s ideal for someone technically minded with strong customer support skills looking to grow within a small, impactful product team.

Key Responsibilities

• Monitor and respond to support requests and system alerts
• Troubleshoot and resolve application issues; escalate when required
• Maintain high standards for response times and resolutions
• Communicate effectively with non-technical users
• Create and maintain SOPs and a support knowledge base
• Identify opportunities to reduce support volumes and improve user experience
• Test new application features and provide structured feedback
• Produce user documentation and support internal training efforts
• Log and prioritise bugs and feature requests
• Learn and apply 2nd-line troubleshooting techniques
• Run routine technical checks and generate reports
• Support broader technical team tasks when capacity allows
• Service Desk Metrics: Ticket volume and handling efficiency
• Tickets Resolved: Number of issues resolved weekly/monthly
• SLA Adherence: Time to resolution against agreed SLAs
• Customer Feedback: Satisfaction scores from internal users
• Task Delivery: Timely and accurate completion of assigned tasks

Candidate Requirements

• 1+ year in a technical support or helpdesk role
• Experience supporting users of web-based applications
• Excellent communication skills across email, phone, and chat
• Strong problem-solving mindset and attention to detail
• Ability to handle multiple tasks and prioritise effectively
• Self-motivated, adaptable, and quick to learn new systems

Bonus Skills (Desirable but Not Required)

• Experience with application testing (manual or automated)
• PHP scripting or other coding experience
• Ability to read and interpret application logs
• SQL/database querying (MySQL or MariaDB)

What’s Offered

• Remote-first role with flexibility and autonomy
• Competitive salary up to £40,000 per annum
• Opportunity to grow technical skills in a collaborative, supportive environment
• Be part of a mission-driven company focused on innovation and sustainability
• Occasional in-person meetings for team collaboration and development