1st Line Support Engineer

About [Employer hidden — view at passion-project.co.uk]

We are a fast-scaling SaaS business transforming how recruitment agencies and employer brands attract talent. Our platform powers high-performance websites for over 200 global clients. 

As we scale, we need a hands-on 1st Line Support Engineer to lead our front-line response, ensuring our clients receive world-class service while helping us build and launch beautiful, functional websites. 

The Role

This is a dual-impact role. You will manage the inbound flow of client requests while taking a lead role in the "final mile" of website delivery, testing functionality and populating content to ensure every site launch is flawless. 

Key Responsibilities

• Ticket Management****:Oversee the inbound support queue, ensuring all client queries are triaged, tracked. Carry out initial troubleshooting, resolving issues where possible and escalating when needed, and ensuring all tickets are managed within agreed SLAs.
• Quality Assurance (Testing)****:Perform rigorous UAT (User Acceptance Testing) on new recruitment websites, spotting bugs before they hit production. Conduct thorough quality assurance checks to spot errors, inconsistencies, or missing content. Identify and log technical issues or bugs, utilising our project platform, Teamwork.
• Content Population****: Accurately and efficiently populate websites with a variety of content, including text, images, videos, documents, and other media assets. They will ensure that all content is correctly formatted, aligned with brand guidelines, and consistent in style and tone. The role requires verifying that links, buttons, and other interactive elements function properly, and that all content displays correctly across different devices and browsers. A strong attention to detail is essential, with the ability to spot and correct errors before content goes live, maintaining a high standard of accuracy and quality throughout.
• Customer Success****:Act as the helpful voice of [Employer hidden], translating technical jargon into simple solutions for our clients. Support clients by enhancing their usage and understanding of the platform.
• Process Improvement****: Identify recurring issues and work with the dev team to solve them at the root.

Who You Are

• The "Fixer"****:You get a kick out of solving problems and helping people.
• Detail Obsessed****:You’re the person who spots a broken link or a typo from a mile away and is proactive in resolving.
• Tech-Savvy****: Comfortable with CMS platforms, curious about how SaaS products work under the hood, with a basic understanding of HTML and the initiative to investigate and implement simple fixes.
• Leadership Potential****: You are ready to take ownership of the support function and drive excellence.

Apprenticeships & Growth

We believe in building talent from the ground up. This role is open to candidates looking to undertake a Level 3 or 4 Apprenticeship in Digital Support or IT Management. We provide the time, funding, and mentorship to help you gain a formal qualification while you work.