Technical Support Engineer

Company: Appspace
Location: UK-based team members

About Appspace:
Appspace is passionate about creating better work experiences for people everywhere. We offer global office locations and a flexible work culture, allowing you to work where and how you do your best work. We prioritize helping you enjoy your work, build lasting connections, and grow your role.

Your Role:
As a Technical Support Engineer, your primary purpose is to provide exceptional technical support while contributing to a culture of documented, scalable solutions. You will resolve customer issues via ticketing systems, remote sessions, and live video. Additionally, you will build and maintain self-service resources, document solutions for recurring problems, and collaborate with teammates to ensure timely, accurate, and friendly support. This role requires technical expertise combined with a focus on optimizing support processes and ensuring the accuracy and effectiveness of the AI Support Agent.

A Day in the Life:

• Provide first response and technical support for issue resolution via ticketing system and remote sessions.
• Ask effective fact-finding questions to identify and understand client issues, isolating potential root causes.
• Communicate proactively with customers throughout the resolution process.
• Build and maintain self-service resources (guides, FAQs, troubleshooting materials) for common customer questions.
• Partner with enterprise customers on highly customized deployments to understand their unique environments and deliver tailored support.
• Escalate cases requiring advanced technical skills with clear and thorough documentation.
• Advise customers on network-related requirements (firewall ports, basic TCP/IP settings) as needed.
• Stay organized and document all customer interactions using ticketing and related tools.
• Strategically leverage and critically validate outputs from AI tools to draft communications, summarize complex issues, and accelerate documentation, ensuring accuracy and alignment with Appspace standards.
• Regularly audit and test the AI Support Agent's performance, identifying knowledge base gaps and proactively refining content.
• Monitor support interactions to identify patterns, resource gaps, and opportunities to improve customer experience by creating new knowledge articles or flagging recurring issues.

What You'll Need:

• Communication & Presence:
• Excellent written and verbal communication skills; ability to communicate clearly with customers of varying technical backgrounds.
• Comfortable and professional on camera for live video sessions.
• Outgoing, helpful, and passionate about excellent customer service.
• Collaborative approach to teamwork; share knowledge and support colleagues.
• Understand the importance of clear and structured knowledge content for AI resolution quality.
• Technical Aptitude:
• Genuine technical curiosity.
• Ability to learn new software platforms quickly; experience with productivity, ticketing, or IT tools beyond the basics is a plus.
• Demonstrated proficiency in leveraging AI tools for technical troubleshooting, summarization, and drafting professional communications.
• Basic familiarity with networks, devices, or operating systems is helpful; experience with Windows Server, Linux, or TCP/IP networking is a plus.
• Working knowledge of Salesforce or similar CRM preferred.
• Work Style:
• Ability to work efficiently in fast-paced, high-volume, multitasking environments under pressure.
• Organized and detail-oriented with a habit of thorough documentation.
• Eager to learn, grow, and contribute to a communicative and collaborative team culture.
• Familiarity with professional office environments and workplace culture.
• Experience:
• Bachelor’s degree or equivalent with 3+ years of professional experience in a technical support, IT, help desk, or technically-oriented customer service role required.
• Experience in a professional or office environment strongly preferred.

The Perks of Working for Appspace (UK):

• Competitive salaries.
• Employer-paid benefits: Medical, dental, and vision coverage, employer-paid life insurance, mental health resources.
• Pension plan.
• Paid maternity and parental leave program.
• Generous PTO.
• Flexible work schedules.
• Remote work opportunities.
• Paid company holidays.
• Appspace Quiet Fridays.
• Casual dress work environment.