Technical Support Engineer - Apprentice

Technical Support Engineer - Apprentice
Location: Remote in Location (Belfast)
Department: Customer Success
Reports to: Support Manager

About the Role

As a Technical Support Engineer - Apprentice, you'll be stepping into a unique opportunity to learn the ins and outs of cybersecurity support from the ground up, while attending the local college to achieve a foundation degree in Cyber Security with Cloud and Network Infrastructure. You don’t need to be an expert on day one; what matters most is your drive to learn, desire to solve problems, and improve the day to day experience for our customers.

In this role, you’ll become a trusted point of contact for customers, helping them navigate our platform, troubleshoot issues, and understand how to get the most value out of our products. You’ll work closely with engineering and product teams to learn how our tools work under the hood and how to fix things when they don’t.

We’re not just looking for someone to answer support tickets. We want someone who takes initiative, asks questions, and gets excited about making the customer experience smoother and more efficient. If you’re the kind of person who likes to figure things out and isn’t afraid to dive into new challenges, this is the place to grow.

We believe attitude beats experience, so if you’re curious, communicative, and motivated to learn the world of cybersecurity, let’s talk.

What You’ll Do

• Assist customers by responding to support tickets using tools like Jira Service Desk and jump on Zoom calls when needed to troubleshoot live issues.
• Learn how our platform works, including data flows, APIs, and vulnerability management processes, and help explain these concepts clearly to customers.
• Take initiative to improve how we do support. From updating documentation to suggesting better ways to track issues or streamline workflows, your input is valuable.
• Gain hands-on experience with AI, using tools that help the team work smarter and faster (we’ll teach you if you don’t know how yet).
• Collaborate closely with engineering teams to identify common issues and prioritize fixes that will have the biggest impact for our customers.
• Attend Belfast Metropolitan College 1 day per week, when required, for the duration of the IT Apprenticeship Level 5 course

What We’re Looking For

Required:

• Resident in Northern Ireland
• Right to work in the UK
• Must meet the Level 5 Entry Requirements outlined here
• Strong written communication skills — you can explain complex ideas clearly and thoughtfully.
• Naturally curious — you enjoy digging into technical challenges and figuring out how things work.
• You value empathy — both in supporting customers and collaborating with teammates.
• You have 1+ years' experience in a technical, customer facing role.

What Helps You Stand Out:

• AI Knowledge (previous/current experience utilising AI tools)
• Technical certification(s) e.g. CompTIA, AWS, Microsoft.
• Ability to showcase any personal projects or learnings you have undertaken that will benefit you in the role
• Some coding experience in any language (even personal projects count!); familiarity with PHP and Python is a plus.

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