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Job Description

FRESH has partnered with a fast-growing SaaS provider in the hospitality and wellness technology sector to hire a Technical Support Engineer. This company delivers modern cloud-based software to clients globally and is scaling quickly, making this a great opportunity for someone who thrives in a high-energy, start-up environment.

The ideal candidate will bring solid SaaS support experience, strong analytical abilities, and the confidence to troubleshoot technical issues across integrations, APIs, and cloud workflows.

Key Responsibilities

Deliver frontline technical support via email, chat, and ticketing systems. Diagnose issues involving authentication, REST APIs, webhooks, integrations, and cloud-based workflows. Support customer onboarding and feature configuration. Reproduce, document, and escalate technical bugs; collaborate with engineering on root-cause analysis. Analyse logs, API request/response data, and error traces to identify underlying issues. Contribute to knowledge base articles, technical guides, and walkthroughs. Provide structured feedback to Product and Engineering teams on recurring customer pain points.

️ Ideal Candidate Profile

2+ years in a technical support role within a SaaS or cloud-based software company. Strong understanding of REST APIs, JSON, authentication flows, and integration patterns. Confident analysing logs, network requests, and browser dev tools. Experience with common support platforms (Intercom experience is beneficial). Excellent written and verbal communication skills. Able to translate complex technical concepts into simple explanations. Strong troubleshooting mindset across UI, backend, integrations, and data layers.

Benefits

Competitive salary Apple MacBook Pro Vitality private health insurance Weekly team lunch Hybrid working (Mon–Wed in office, Thu–Fri at home) 26 days annual leave Pet-friendly office (dogs welcome )

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.