Technical Support Engineer

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Appspace

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

⚡ Productivity

☁️ SaaS

💰 Private Equity Round on 2019-12

Enterprise • Productivity • SaaS

Appspace is a workplace experience platform designed to enhance communication and management within physical office spaces. It offers a comprehensive suite of tools including digital signage, space reservation, employee apps, intranet solutions, and visitor management, all centralized in a single platform. Appspace integrates with popular workplace tools like Microsoft Teams and Google, allowing users to manage employee communications, office spaces, and workplace technology seamlessly. The platform is designed to improve the office experience by connecting people, places, and spaces, making it ideal for hybrid work environments and frontline workers. Appspace aims to consolidate tech stacks while ensuring easy management and communication within organizations.

📋 Description

• Provide first response and technical support for issue resolution via our ticketing system and remote sessions • Ask appropriate fact-finding questions to clearly identify and understand the client's issue while helping to isolate the potential root cause • Communicate proactively with customers to keep them informed throughout the resolution process • Build and maintain self-service resources — guides, FAQs, and troubleshooting materials — for frequently encountered customer questions • Partner with enterprise customers who have highly customised deployments to understand their unique environments and deliver tailored support • Escalate cases requiring advanced technical skill with clear and thorough handoff documentation • Advise customers on network-related requirements, including firewall ports and basic TCP/IP settings, when appropriate • Stay organised and document all customer interactions using our ticketing tools and other related tools • Strategically leverage and critically validate outputs from AI tools to draft communications, summarize complex issues, and accelerate documentation, ensuring accuracy and alignment with Appspace standards. • Regularly audit and test the AI Support Agent's performance, identifying gaps in its knowledge base and proactively refining content to enhance its resolution capabilities. • Monitor support interactions to identify patterns, gaps in available resources, and opportunities to improve the customer experience by creating a new knowledge article, refining existing guidance, or flagging any recurring issues.

🎯 Requirements

• Bachelor's degree or equivalent with 3+ years of professional experience in a technical support, IT, help desk, or technically-oriented customer service role is required • Experience in a professional or office environment is strongly preferred • Excellent written and verbal communication skills; ability to communicate clearly with customers of varying technical backgrounds • Comfortable and professional on camera — this role includes live video sessions with customers • Outgoing, helpful, and passionate about providing excellent customer service • A collaborative approach to teamwork; you share knowledge and actively support your colleagues • Understands that good documentation isn't just for humans; clarity and structure in knowledge content directly impact AI resolution quality • Genuine technical curiosity — you're the person friends and family turn to for tech help • Ability to learn new software platforms quickly; experience with productivity, ticketing, or IT tools beyond the basics is a plus • Demonstrated proficiency in leveraging AI tools for technical troubleshooting, summarization, and drafting professional communications. • Basic familiarity with networks, devices, or operating systems is helpful; experience with Windows Server, Linux, or TCP/IP networking is a plus • Working knowledge of Salesforce or similar CRM preferred

🏖️ Benefits

• Employer paid medical, dental and vision coverage • Employer paid life insurance • Mental health resources • Pension plan • Paid maternity and parental leave program • Generous PTO • Flexible work schedules • Remote work opportunities • Paid company holidays • Appspace Quiet Fridays (No non-essential internal meetings scheduled) • A casual dress work environment