Support Software Engineer

About the role

We are looking for a Support Software Engineer who enjoys solving technical problems and working closely with customers and software developers. This role combines technical support, troubleshooting, testing and light development, with the use of AI-assisted tools to investigate issues, analyse logs, write SQL, understand code and develop simple fixes or scripts.

Key responsibilities

• Provide remote and onsite technical support for software applications.
• Troubleshoot issues involving Linux, databases, networking, APIs, logs and application code.
• Use AI-assisted tools to analyse errors, troubleshoot issues, generate SQL/scripts and support coding tasks, while validating AI-generated solutions.
• Identify, reproduce and document software bugs, and work with developers through to resolution.
• Perform minor code changes, SQL updates, configuration changes and scripts where appropriate.
• Conduct QA testing of bug fixes, patches and new releases.
• Prepare technical documentation, troubleshooting guides and known-issue records.
• Provide customer training remotely or onsite.
• Identify recurring issues and work with the development team to improve product reliability and support processes.

About you

• Minimum 3 years' experience in technical support, application support, software engineering or a related technical role.
• Comfortable with Linux command line, logs, processes and basic system troubleshooting.
• Working knowledge of SQL and databases.
• Basic understanding of TCP/IP, DNS, HTTP/HTTPS, ports, firewalls and connectivity troubleshooting.
• Experience with at least one of: React, Node.js, PHP, Python or Perl.
• Comfortable adopting AI-assisted tools for troubleshooting and software development.
• Strong analytical and problem-solving skills.
• Able to communicate technical issues clearly to customers and developers.
• Willing to travel to customer sites when required.