Software Support Engineer (Hybrid, York)

About the role

We are looking for a proactive Software Support Engineer to join our growing team in York. You will combine technical support with customer service, helping clients maximise the value of our cloud‑based business management solution.

Key responsibilities

• Provide first‑line technical support for hardware, software, SaaS applications and network‑related issues.
• Manage client contacts via phone and email, aiming to resolve the majority of issues on the same day.
• Remote into client sites to troubleshoot faults or guide users through resolution.
• Take ownership of incidents, collaborating with subject‑matter experts and the development team when needed.
• Attend client visits to demonstrate the product and gather feedback.
• Educate new and existing users through video calls and webinars.
• Support process improvement initiatives and contribute new ideas.
• Perform basic User Acceptance Testing (UAT) before releases.
• Mentor and train new starters once fully trained.

Required profile

• Strong communication skills, both written and verbal.
• Team player with the ability to work independently.
• Calm, structured problem‑solving approach under pressure.
• Positive, customer‑first attitude and willingness to develop technical expertise.

Required skills

• SaaS application support
• Desktop support tools
• Remote desktop access
• Hardware and network troubleshooting
• User Acceptance Testing (UAT)

What we offer

• Hybrid working model – three days onsite in York.
• Full training on the technical and software aspects of the role.
• Opportunities for career development within a supportive community.