Technical Support Engineer

• Resolve complex technical issues across production and non-production environments
• Own and troubleshoot customer cases from a global support queue
• Provide clear, timely updates and proactively manage customer expectations
• Collaborate across engineering, product, and support teams
• Apply Knowledge-Centred Support (KCS) methodology to document solutions
• Author, publish, and continuously improve knowledge base articles
• Communicate complex technical concepts to technical and non-technical stakeholders
• Participate in product testing, including new releases
• Improve customer-facing documentation in Wiki and Zendesk
• Manage workload and priorities in alignment with team objectives
• Continuously expand expertise across the Trustonic SaaS platform

• Demonstrable years of relevant technical support experience
• Experience with support tools such as JIRA and Zendesk preferred
• Fluent English (written and spoken)
• SQL databases
• Linux (SSH keys & certificates)
• Git
• APIs
• Basic scripting (BASH or Python)
• Working knowledge of AWS
• Exposure to mobile technologies highly advantageous
• Bachelor’s Degree or equivalent experience
• Adaptable and open to change
• Action-oriented and able to take ownership
• Organised and decisive
• Technically confident
• Growth-focused
• Clear communicator
• Collaborative
• Ethical and accountable

• Competitive compensation
• Bonus scheme to share in our success
• Private medical insurance for you from day one
• Remote working arrangements to support your lifestyle
• Open holiday policy with no upper limit
• Support for volunteering and causes that matter to you
• Opportunities for professional development and career progression
• Exposure and interaction with global teams
• Commitment to diversity, equity, and inclusion
• Collaborative environment where your voice is valued and your wellbeing is prioritised