Support Engineer
We are looking for an experienced Support Engineer to join our growing team at Turnkey.
Support Engineer – UK
Location:
Remote/Hybrid
Job Type:
Full-Time
Experience Level:
Senior
About Us:
Turnkey IPS, established in 1980 by Dr. Barry Wood, is the proud creator of IPS Cloud, IPS SQL, and the Creditor Portal. Recently, we’ve made significant investments in our Cloud SaaS platform for the Restructuring sector in the UK. As a result, Turnkey has identified key technical areas within the business that require talented individuals eager to contribute to our team of experienced professionals.
For this role, we are seeking a passionate and experienced Support Engineer to help us facilitate an exciting new product.
Overview, Skills & Responsibilities
Position Overview:
As a Support Engineer at Turnkey, you will be pivotal in ensuring our customers achieve maximum value from our software solutions. You will be the first point of contact for troubleshooting technical issues, guiding clients through challenges, and collaborating with internal teams to deliver timely and practical solutions. This is a hands-on role for a problem-solver passionate about customer satisfaction and innovative technology.
Key Responsibilities:
- Provide exceptional technical support to SaaS customers via email, chat, and phone, ensuring swift resolution of technical issues
- Diagnose, troubleshoot, and resolve software-related problems, escalating complex issues to the engineering team as needed
- Assist in onboarding new customers by guiding them through system setup, configuration, and best practices
- Collaborate with cross-functional teams, including Product, Engineering, and Customer Success, to address client needs and refine product offerings
- Maintain detailed documentation of support cases, resolutions, and customer feedback to enhance knowledge sharing within the team
- Analyse recurring issues to identify trends and propose long-term solutions to reduce incident rates
- Participate in developing support tools, resources, and training materials to empower users and improve the customer experience
- Stay updated on the latest SaaS industry trends and Turnkey IPS product developments to provide informed assistance
Qualifications and Skills:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
- 3+ years of experience in technical support, preferably within a SaaS environment
- Proven expertise in troubleshooting software applications, with a strong understanding of web technologies, APIs, and databases
- Excellent communication and interpersonal skills, with an ability to explain technical concepts to non-technical audiences
- Familiarity with support tools like Zendesk, Freshdesk, Azure DevOps, Jira, or similar platforms.
- Problem-solving mindset with strong organisational and time management abilities
- Ability to work independently and collaboratively in a fast-paced, dynamic environment
What we offer:
- Competitive salary and performance bonus package
- Collaborative and inclusive work environment
- Ongoing training and personal development with progression opportunities
- A generous holiday allowance that increases the longer you’re with us
- Private healthcare cover
- Generous pension scheme
- Complimentary on-site parking
- Hybrid working
- Company days out
- A day off on your birthday