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Your Role as a Technical Support Engineer:

The primary purpose of the Technical Support Engineer is to provide exceptional technical support while contributing to a culture of documented, scalable solutions. In addition to resolving customer issues via our ticketing system, remote sessions, and live video, you will build and maintain self-service resources, document solutions for recurring problems, and collaborate with teammates to ensure customers receive timely, accurate, and friendly support. This role requires technical expertise combined with a focus on optimizing support processes and ensuring the accuracy and effectiveness of the AI Support Agent.

A Day in the Life of a Technical Support Engineer:

• 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.

What You'll Need:

Communication & Presence

• 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

Technical Aptitude

• 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

Work Style

• Ability to work efficiently in fast-paced, high-volume, multitasking environments while remaining calm and poised under pressure
• Organised and detail-oriented with a habit of thorough documentation
• Eager to learn, grow, and contribute to a communicative and collaborative team culture
• Familiarity with professional office environments and workplace culture; our products support the modern workplace, and an understanding of that context is an asset

Experience

• 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

The Perks of Working for Appspace:

For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and paid maternity and parental leave program.

Additional perks include:

• 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