Technical Support Engineer
Posted Today by Salt
£300 Per day
Inside
Remote
England, United Kingdom
Summary: The Technical Support Engineer (API & Microservices) role involves providing exceptional technical support for API-based software microservices and fintech products. The position requires strong technical skills, excellent communication abilities, and adaptability in a fast-paced environment. The engineer will be responsible for troubleshooting, client communication, and maintaining support processes. This is a freelance position with a focus on client satisfaction and operational excellence.
Key Responsibilities:
- Deliver an exceptional client support experience, maintaining end-to-end accountability for resolving issues and providing timely updates.
- Provide hands-on technical support for API-based microservices, troubleshooting connectivity issues, microservice interactions, software components, and network-related problems.
- Diagnose and resolve technical incidents, escalating appropriately while maintaining ownership of client communication.
- Liaise cross-functionally with Engineering, Product Management, Cloud Operations, and other teams to resolve complex technical issues.
- Support the setup, optimisation, and ongoing management of support processes and tools, with a flexible mindset as systems evolve.
- Act as the central communication bridge between the client and internal teams, ensuring updates remain accurate and consistent in a single source of truth.
- Ensure all support issues are documented and recorded, and encourage clients to raise issues through formal support channels rather than informal ones (e.g., Slack).
- Monitor, analyse, and report on support metrics to identify trends, performance against SLAs, and areas for improvement.
- Produce monthly reports to track support KPIs and service performance over time.
- Develop and maintain documentation, including support processes, troubleshooting guides, FAQs, and knowledge articles.
- Contribute to a culture of continuous improvement, internal knowledge sharing, and operational excellence.
- Build and maintain strong client relationships, ensuring high customer satisfaction.
- Stay informed on the latest developments in our product and service offerings.
Key Skills:
- Strong interpersonal and client-facing communication skills.
- Impeccable written and spoken English.
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- Proven experience as a Technical Support Engineer (preferably in a large organisation).
- Strong technical proficiency in APIs, microservice architectures, software development fundamentals, and network troubleshooting.
- Flexible mindset capable of balancing interim processes with a long-term, scalable vision.
- Excellent analytical and problem-solving abilities.
- Ability to clearly articulate technical concepts to non-technical stakeholders.
- Self-motivated, able to work independently or as part of a team.
- Strong client-focus and a commitment to delivering world-class support.
- Professional, friendly, and highly detail-oriented.
- Experience supporting large enterprise clients.
Salary (Rate): £300 daily
City: undetermined
Country: United Kingdom
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Technical Support Engineer (API & Microservices) – Software Solution - Remote
Daily rate: £200 – £300 (inside IR35)
Duration: 9 months
Start: 5th January 2026
My client is looking for a Technical Support Engineer to join our team on a freelance basis. You will play a key role in delivering exceptional technical support for a suite of API-based software microservices and associated fintech products. This role requires strong technical capability, excellent client-facing communication skills, and the ability to operate in a fast-paced and evolving environment.
Key Responsibilities
- Deliver an exceptional client support experience, maintaining end-to-end accountability for resolving issues and providing timely updates.
- Provide hands-on technical support for API-based microservices, troubleshooting connectivity issues, microservice interactions, software components, and network-related problems.
- Diagnose and resolve technical incidents, escalating appropriately while maintaining ownership of client communication.
- Liaise cross-functionally with Engineering, Product Management, Cloud Operations, and other teams to resolve complex technical issues.
- Support the setup, optimisation, and ongoing management of support processes and tools, with a flexible mindset as systems evolve.
- Act as the central communication bridge between the client and internal teams, ensuring updates remain accurate and consistent in a single source of truth.
- Ensure all support issues are documented and recorded, and encourage clients to raise issues through formal support channels rather than informal ones (e.g., Slack).
- Monitor, analyse, and report on support metrics to identify trends, performance against SLAs, and areas for improvement.
- Produce monthly reports to track support KPIs and service performance over time.
- Develop and maintain documentation, including support processes, troubleshooting guides, FAQs, and knowledge articles.
- Contribute to a culture of continuous improvement, internal knowledge sharing, and operational excellence.
- Build and maintain strong client relationships, ensuring high customer satisfaction.
- Stay informed on the latest developments in our product and service offerings.
Skills & Attributes
- Strong interpersonal and client-facing communication skills.
- Impeccable written and spoken English.
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- Proven experience as a Technical Support Engineer (preferably in a large organisation).
- Strong technical proficiency in APIs, microservice architectures, software development fundamentals, and network troubleshooting.
- Flexible mindset capable of balancing interim processes with a long-term, scalable vision.
- Excellent analytical and problem-solving abilities.
- Ability to clearly articulate technical concepts to non-technical stakeholders.
- Self-motivated, able to work independently or as part of a team.
- Strong client-focus and a commitment to delivering world-class support.
- Professional, friendly, and highly detail-oriented.
- Experience supporting large enterprise clients.
Preferred Qualifications
- Experience with Accounting and/or AI-related technologies.
- Familiarity with support ticketing systems and CRMs (e.g., Salesforce, ServiceNow).
- Certifications related to technical support, SRE, cloud operations, or relevant technologies.
- Experience with observability tools such as Grafana or New Relic.
- Fluency in French or German (strong bonus).
- Experience collaborating with Legal, Public Affairs, or Communications teams.
- Background in Account Management or Client Success.
Team Structure & Logistics
You will join a team of four Support Engineers, operating on a weekly on-call rotation (approximately once every 4 weeks). During your on-call week, you must be contactable during bank holidays for incident response. Coordination of annual leave with other team members is expected to ensure full coverage.