Second Line Support Engineer

Second Line Support Engineer

Manchester

About Us

We're a conversational AI company building technology that helps organisations improve customer interactions through voice AI, chat AI and automation. Our platform is used globally across industries, including financial services, retail, healthcare, telecoms and utilities.

Based in Manchester, we’re a fast-growing company with teams across multiple regions, combining cutting-edge AI technology with a strong focus on customer success.

The Role

We're looking for an Enterprise Support Engineer to join our 2nd Line Support team.

This is a technical, problem-solving role where you'll investigate complex issues, work with enterprise customers and help deliver solutions across our platform. You'll analyse logs, troubleshoot software behaviour, work with databases and integrations, and collaborate closely with Development and AI teams.

You'll gain hands-on experience with PostgreSQL, APIs, JSONata, third-party integrations and our in-house conversational AI technology. You'll also support AI-driven voice and chat solutions, helping refine customer experiences and improve how our systems perform in production.

As you grow, you'll take ownership of projects, work directly with customers and become a key technical point of contact.

Responsibilities

• Investigate and resolve complex technical issues
• Analyse logs, data and system behaviour
• Write and troubleshoot PostgreSQL queries
• Support APIs, integrations and data flows
• Configure and improve AI voice and chat solutions
• Work with Development teams on escalations
• Deliver customer projects from requirements through to implementation

What We're Looking For

• Strong analytical and troubleshooting skills
• SQL/PostgreSQL experience
• A methodical approach to solving problems
• Experience supporting software, platforms or technical products
• Confidence working with customers and stakeholders
• Ability to research and learn independently
• Interest in databases, APIs and modern technology
• Comfortable working a 4-on / 4-off shift pattern

Nice To Have

• AI, prompt engineering or conversational AI exposure
• JSONata or similar transformation tools
• API/integration experience
• Python or JavaScript familiarity
• SIP, VoIP or contact centre technology knowledge