Do you enjoy solving technical challenges and helping customers succeed?

Are you passionate about learning new technologies and delivering exceptional customer experiences?

We are looking for a motivated Support Engineer to join our Technology Solutions Technical Support team in Edinburgh.

In this role, you will provide technical support for veterinary Practice Management Systems.

You will play a key role in diagnosing and resolving technical issues for customers while building strong expertise across applications, databases, hardware, and networking environments.

Working closely with internal teams and customers, you will ensure timely and accurate resolutions while helping improve our products and services.

This role is primarily based in our Edinburgh office with a flexible hybrid working model.

More about the role

• Provide customer support for our practice management systems and associated infrastructure via live chat, inbound and outbound customer calls and email whilst logging full case details in our CRM.
• Identify and resolve customer complaints in a timely manner, escalating appropriately if assistance is required.
• Identify recurring technical issues and ensure they are resolved correctly to reduce future repeat incidents.
• Diagnose and resolve issues relating to applications, hardware, and networking environments.
• To create and/or refer to appropriate KB articles when resolving cases. Meet individual and team-based objectives.
• Ensure incidents are resolved in line with internal Service Level Agreements (SLAs).
• Follow established Incident Management and Change Management processes.
• Participate in the out of hours support rota to meet business needs. Flexibility to meet shift requirements from 8am to 5:30pm.

Technical Expertise

Develop strong technical knowledge across Practice Management Systems, cloud platforms, client hardware, networking environments, SQL databases, and integrations. Build subject matter expertise in supported systems and technologies

Collaboration

Work closely with Technical Leads, Support Team Leads, Product teams, and Developers. Provide technical feedback and insights from customer issues to improve products. Support customer education and best-practice guidance.

Continuous Learning

Proactively learn new software features and technologies Participate in internal training and knowledge sharing Contribute to the improvement of documentation and support processes

About you

• Previous experience in Technical Support or IT Support role OR HNC, HND, Degree or CompTIA, CCNA, AWS or PMP in a Technology-related field.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.
• Ability to take ownership of issues and drive them to resolution.
• Strong attention to detail and documentation skills.
• Ability to work both independently and collaboratively within a team.

Desirable

• Experience supporting business applications or practice management systems
• Basic knowledge of SQL databases
• Familiarity with Windows operating environments
• Understanding of networking fundamentals
• Experience supporting cloud-hosted software platforms