Support Engineer

• Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents
• Analyze logs and system behavior, reproduce errors, test hypotheses, and isolate likely failure domains
• Identify root causes or provide clear hypotheses and evidence for Engineering investigations
• Serve as a trusted expert, critical escalation point, and technical backstop for strategic customers
• Own customer-specific responses to high-impact incidents from severity assessment through mitigation, resolution, and post-incident follow-through
• Coordinate cross-functional responders and communicate proactively with customer technical teams, business stakeholders, executives, and internal partners
• Document customer architectures, integrations, dependencies, critical workloads, and operational constraints
• Partner with Go-to-Market and Technical Success teams on customer workload priorities and communication
• Represent Support Engineering in customer meetings, including QBRs, and communicate technical health, risks, blockers, and follow-up actions
• Monitor customer integrations and support trends to identify emerging risks, recurring failures, and readiness gaps
• Prepare account-specific runbooks, validate escalation paths, coordinate support readiness, and provide heightened monitoring for launches, migrations, traffic increases, and business events
• Lead or contribute to incident reviews and postmortems and track corrective actions
• Translate recurring customer pain into evidence-backed feedback for Product and Engineering
• Create scalable improvements such as troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation
• Help shape Premium Support’s operating model, technical standards, and tooling as the function grows globally

Dedicated Support Engineer

• Provide 1st and 2nd line IT support to colleagues, including executive-level users
• Run the London Tech Bar, providing face-to-face support and troubleshooting
• Triage, investigate and resolve incidents and service requests, ensuring they are correctly prioritised and managed
• Take ownership of tickets through to resolution, keeping users informed along the way
• Work closely with Managed Service Providers, Third Line and Information Security teams where required
• Support the full Joiner, Mover, Leaver (JML) process, including account creation, access permissions and equipment
• Set up, configure and maintain laptops, mobile devices and other IT equipment
• Manage devices and user identities through Microsoft Entra and Apple Business Manager (ABM)
• Support Windows and Mac devices, Microsoft 365, iOS/Apple products, printers and other peripherals
• Maintain accurate IT asset and inventory records, including the Asset Management Database
• Use Jira Service Management (JSM) and other ITSM tools to log, track and resolve requests

IT Support Analyst

• Support customers by providing technical and functional expertise over the phone, via chat, and through ticket management
• Manage customer inquiries within required time frames in accordance with support SLAs
• Troubleshoot and resolve complex customer issues using the technology stack, prior experience, and self-guided research
• Maintain professionalism and establish positive rapport during customer interactions
• Link, author, and edit Workiva knowledge base content to improve self-service resources and ticket deflection
• Capture ticket notes, document activities, and manage tickets clearly and concisely
• Work with Customer Success, Professional Services, and subject-matter-expert groups to solve broader problems and identify proactive improvements
• Act as the point of contact for support where required
• Contribute to scoped team projects
• Assist with mentoring new hires, interns, or junior engineers

Product Support Engineer

• Provide telephone and email technical support to customers and end users
• Deliver customer product training virtually and face-to-face
• Collaborate with Sales & Marketing on promotional and support material
• Guide customers in applying product features and benefits to installation requirements
• Advise key stakeholders on products and solutions and influence decision-making
• Identify customer pain points and address them systematically
• Collaborate with product management and QA as required

Technical Support Engineer

• Deliver customer service experience and technology support services to Canopius’s global user base
• Provide 2nd-line deskside support and manage business-impacting and prioritised incidents
• Act as the face of Service Management at the London Tech Zone and a key escalation point for customers
• Support end users in offices and at home with problems, major incidents, and escalated tickets
• Manage tickets raised with third-party teams delivering Canopius’s IT services and support
• Execute complex operational support activities across multiple technical areas
• Provide advanced advice to business users on complex issues
• Prepare support-level and user-level documentation
• Manage work and priorities through ticketing systems and workflows
• Troubleshoot complex infrastructure, support services, and low- to mid-level application issues
• Manage migration, configuration, and rollout of new or upgraded infrastructure assets and support services
• Support office-based networking and audio-visual technologies
• Set up and manage laptops and smartphones for new joiners and deployed devices
• Support home workers with laptop and connectivity issues
• Provide 2nd-line M365 and Teams support, including usability queries
• Create and maintain service procedures, policies, and standards
• Govern networking rooms and cabling
• Support company and BYOD Android and iOS smartphones
• Liaise with 1st-line Service Desk on escalations, problems, and major incidents
• Participate in testing for changes and new processes
• Act as a key escalation point for incidents, requests, customer experience, problem management, and incident management

Tech Zone Support Technician

• Serve as the first point of contact for IT requests via ServiceDesk Plus, phone and in person
• Log, triage and resolve requests end to end, maintaining clear and accurate notes
• Resolve account access, password reset, software, connectivity, hardware and peripheral issues
• Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive and Office apps
• Build and deploy laptops and mobile devices using Intune and Autopilot
• Complete onboarding and offboarding tasks under the Joiners, Movers and Leavers process
• Support colleagues at all levels, including senior leadership
• Escalate unresolved issues to the wider IT Operations team with a clear handover
• Provide friendly, professional written and verbal updates throughout issue resolution
• Maintain the IT asset register and manage hardware warranty claims
• Support approximately 400 colleagues across UK offices
• Work as part of a small IT Operations team in a cloud-native transition

IT Support Technician

• Provide in-depth technical troubleshooting for escalated incidents related to network services, internet connectivity, hardware, and customer setups, including routers and firewalls.
• Handle and manage technical issues escalated by the first line support team, ensuring accurate diagnoses, timely resolution, and effective communication throughout the process.
• Use advanced monitoring tools to identify, diagnose, and proactively resolve issues across WAN, LAN, DNS, DHCP, and VoIP services.
• Liaise with third-party providers to resolve complex issues and escalate service outages as necessary.
• Assist in configuring and troubleshooting networking equipment, IP address management, and VPN setups.
• Maintain clear and professional customer communication regarding escalated issues, providing updates and managing resolution expectations.
• Document advanced troubleshooting processes, configurations, and fixes for future reference and to enhance the first line team's knowledge base.
• Provide feedback to development and infrastructure teams to improve service reliability, product offerings, and internal processes.
• Assist in training and mentoring the first line support team by sharing technical knowledge, troubleshooting techniques, and best practices.

2nd Line Support Engineer

• Respond promptly to incoming support requests via phone, email, and ticketing systems
• Diagnose and troubleshoot technical issues
• Provide clear and effective solutions or escalate complex issues to second-line support as needed
• Guide customers through step-by-step resolutions and ensure their issues are resolved satisfactorily
• Perform routine checks and maintenance on customer equipment to prevent issues
• Accurately document all customer interactions, issues, and resolutions in the support system
• Maintain up-to-date knowledge base articles and support documentation
• Provide feedback on recurring issues to help improve products and services
• Work closely with second-line support, network engineers, and other departments to resolve complex technical problems
• Participate in team meetings and contribute to continuous improvement initiatives

First Line Support Engineer

• Participate in Mobilisation, Knowledge Transfer, Shadowing and Reverse Shadowing activities, capturing operational knowledge and evidencing readiness against agreed criteria
• Support the review, preparation and improvement of SOPs, runbooks, support guides and knowledge articles required for a controlled transition and sustainable operation
• Identify knowledge gaps, procedural weaknesses and operational risks, escalating findings and contributing to remediation actions before service takeover
• Provide 2nd and 3rd line application support for internal and external stakeholders across business-critical Back Office systems
• Carry out software and code deployments across test and production environments in accordance with approved release, change and security processes
• Administer and maintain application environments, monitoring performance, investigating incidents and supporting service restoration activities
• Liaise with customer teams, incumbent supplier SMEs, resolver groups and test teams to investigate and resolve application, environment and deployment issues
• Contribute to operational process improvements, documentation quality and service optimisation initiatives during transition and Early Life Support
• Communicate with technical and non-technical audiences while maintaining a customer-focused approach and adhering to security, quality and governance expectations

Implementation Support Analyst

• Support transition activities by acquiring service knowledge, reviewing operational artefacts and contributing to transition readiness evidence, including Knowledge Transfer, Shadowing and Reverse Shadowing outcomes
• Provide second-line application support for back-office systems, including system operation, technical troubleshooting, incident resolution, root cause analysis and controlled escalation to specialist resolver groups
• Operate fraud prevention processes, including transaction reviews, daily fraud checks, hotlist administration and investigation of actual or suspected fraud cases
• Analyse transactional and operational data to identify anomalies, service issues, fraud indicators and improvement opportunities
• Review, maintain and help create SOPs, runbooks, support guides and knowledge articles
• Support operational reporting, including service level inputs, performance data collection, trend analysis and governance evidence
• Liaise with application, database, infrastructure, development, test, service management and customer teams to resolve incidents and protect service continuity
• Contribute to continuous improvement by identifying process weaknesses, recommending improvements and embedding lessons learned into BAU support practices

Support Engineer jobs in United Kingdom