Software Support Engineer

About the Company

Our client is a technology-led organisation delivering bespoke software and integrated technical solutions to commercial clients across the UK and internationally.

They provide end-to-end services including implementation and ongoing technical support. The business operates in a collaborative, fast-paced environment with a strong focus on service quality and continuous improvement.

The Role

Our client is seeking a proactive and client-focused Software Support Engineer to join their engineering team.

You will manage and resolve software-related support issues across live client environments, acting as the first point of contact for incoming tickets. You will provide initial troubleshooting, coordinate with internal engineering or development teams where required, and ensure service levels are consistently met.

Key Responsibilities

Software Support & Ticket Management

• Log, categorise and prioritise support tickets

• Provide first-line troubleshooting and remote issue resolution

• Investigate and replicate software bugs

• Escalate complex issues to development or engineering teams

• Track incidents through to resolution in line with SLAs

• Maintain accurate documentation of issues and fixes

Client Communication

• Act as the primary contact during active support cases

• Provide regular updates and manage expectations

• Deliver a professional and responsive support experience

Technical Coordination

• Work closely with software developers and engineers

• Provide clear bug reports including replication steps and logs

• Assist with deploying patches, updates and configuration changes

• Stay informed on product features and system updates

Internal Support & Process Improvement

• Provide occasional internal technical assistance

• Contribute to knowledge base documentation

• Support continuous improvement of service desk processes

Skills & Experience

• Experience in Software Support, Application Support or Service Desk roles

• Strong troubleshooting and analytical skills

• Understanding of software systems and issue investigation

• Experience with ticketing/service management platforms

• Clear written and verbal communication skills

• Experience working to SLAs

• Ability to prioritise effectively in a fast-paced environment

Desirable:

• Basic understanding of system environments

• Experience working closely with software development teams

What's on Offer

• 25 days annual leave

• London office location

• Collaborative team culture

• Exposure to diverse client environments

• Clear progression opportunities within engineering and support