Tech Support Engineer

About the role

As a Technical Support Engineer you will be the primary point of contact for client support requests, handling complex technical issues across eCommerce and web platforms. You will work closely with clients and internal teams to investigate, resolve and communicate solutions while continuously improving support processes.

Key responsibilities

• Manage support tickets within agreed service levels and act as the first line of response for client incidents.
• Troubleshoot front‑end and back‑end problems on platforms such as Shopify, WordPress and other CMS environments.
• Investigate data‑related issues using SQL and review API integrations, DNS, SSL/TLS and hosting configurations.
• Coordinate escalations for high‑priority incidents and contribute to runbooks and knowledge‑base articles.
• Use AI tools to enhance diagnosis, documentation and workflow efficiency.

Required profile

• Commercial experience as a Technical Support Engineer in a digital agency or multi‑client eCommerce setting.
• Strong SQL skills and experience diagnosing data‑related problems.
• Proficiency with Linux command‑line tools and a solid understanding of PHP, HTML, CSS and core web technologies.
• Knowledge of HTTP, SSL/TLS, DNS and experience with ticket‑management or service‑desk systems.
• Confidence using AI tools for support and documentation.

Required skills

• SQL
• Linux
• PHP / WordPress
• HTML
• CSS
• eCommerce platforms (Shopify, WordPress, etc.)
• APIs
• AWS
• DNS
• HTTP
• SSL/TLS
• Ticket management systems
• AI tools for support
• Technical documentation

What we offer

• Competitive salary £40,000‑£45,000 per year.
• Ongoing career development and training in a supportive team.
• Hybrid working model – remote with 2 days per month in the London or Bristol office.
• Opportunity to own investigations, improve processes and work with cutting‑edge AI tools.