Job Description
Support Engineer | Remote (UK-Based) | High-Growth SaaS Company
About the Role
We are looking for a Support Engineer to join a fast-growing, VC-backed global scale-up and play a key role in supporting enterprise clients across EMEA. As a Support Engineer, you will act as the first point of contact for technical support, troubleshooting, and issue resolution for customers in regulated industries.
Our client is a high-growth software company revolutionizing compliance management across modern communication tools like Zoom, Slack, Microsoft Teams, and Webex. With significant funding from top-tier investors, this is an exciting opportunity to be part of a scaling UK technical support function.
Key Responsibilities
Support Engineer – Frontline Technical Assistance
-
Act as the first line of technical support for enterprise customers, handling triage, troubleshooting, and issue resolution across multiple channels (phone, email, chat).
-
Maintain high SLAs and KPIs, delivering exceptional customer service while ensuring fast and effective problem-solving.
-
Collaborate with Support Managers, Customer Success, and Engineering teams to streamline technical issue resolution.
Support Engineer – Process Improvement & Knowledge Sharing
-
Provide mentorship, training, and documentation to empower users and enhance the customer experience.
-
Identify and implement process improvements to optimize support operations and enhance customer satisfaction.
Ideal Candidate Profile
What We Look for in a Support Engineer
-
2+ years of technical support experience, preferably within a B2B SaaS or enterprise tech environment.
-
Exposure to large, regulated organizations and ability to troubleshoot in complex IT environments.
-
Strong problem-solving skills with a proactive approach to technical challenges.
-
Excellent communication skills, capable of explaining technical concepts to both technical and non-technical audiences.
-
A startup mindset—adaptable, organized, and excited about working in a fast-paced, high-growth environment.
-
Bonus: Experience with compliance, cloud-based software, or additional languages.
Why Join?
-
Backed by top-tier investors and leading tech firms.
-
4.9/5 rating on Gartner Peer Insights with 100% “Would Recommend.”
-
High-impact role with global expansion and growth opportunities.
-
Remote-first culture with strong leadership and a clear mission.
Must be UK-based with flexibility for occasional travel. If you’re a driven Support Engineer looking to grow in a dynamic SaaS environment, apply now!