Technical Support Engineer (6 month FTC)

Role overview

This position delivers first-line technical support for an assistive technology product portfolio, helping customers troubleshoot issues, use the software effectively, and achieve better outcomes. It is a six-month fixed-term contract suited to someone building hands-on technical depth while learning a specialised product line within a multidisciplinary support organisation.

Responsibilities

- Respond to inbound enquiries through phone, email, web forms, and ticketing channels. - Investigate reported issues, isolate root causes, and walk users through corrective steps. - Log customer interactions, diagnostics, and resolutions accurately within CRM and support tooling. - Escalate complex cases and partner with sales, development, QA, and adjacent teams to drive closure. - Contribute to internal troubleshooting sessions and peer knowledge sharing. - Author and refresh support articles, knowledge base entries, and end-user guidance.

Requirements

- At least one year of experience in technical support, customer support, help desk, or a closely related setting. - Demonstrated ability to diagnose technical problems and guide customers to a working resolution. - Comfort managing a queue of competing requests and prioritising under time pressure. - Solid written and verbal communication skills with both technical and non-technical audiences. - A collaborative approach when working alongside engineers, QA, and customer-facing colleagues. - Eagerness to learn new products, technologies, and support workflows through structured training.

Nice to have

- Familiarity with Windows, macOS, ChromeOS, Android, or iOS support scenarios. - Working knowledge of Google Workspace or Microsoft 365 administration. - Basic networking troubleshooting skills. - Prior use of CRM or support ticketing platforms and exposure to writing knowledge base content. - Interest in using AI tooling to streamline diagnostics, documentation, or case handling.

Benefits and work setup

The contract is six months in duration. The organisation describes a flexible working approach with adjustable schedules, comprehensive health and wellness coverage, paid time-off plans, structured career development programmes, and a collaborative team culture. The employer is an equal opportunity organisation committed to a drug-free workplace.