Technical Support Engineer

About Appspace: Appspace is a premier, internationally recognized workplace experience software pioneer, digital signage innovator, and workspace communication leader on an absolute mission to help organizations everywhere maximize employee engagement and love where they work. By manufacturing a comprehensive, cloud-native workplace platform, Appspace seamlessly unifies space reservation systems, content management tools, employee app gateways, and digital publishing frameworks under a single corporate network. Driven by an inclusive, highly collaborative, and flexible global work culture, the organization operates distributed engineering and support networks to solve real-world connectivity challenges for thousands of leading brands. Appspace provides high-agency technical contributors with an elite environment that values work-life harmony, professional role advancement, and continuous innovation across modern digital office spaces.

Position Overview

We are seeking a highly communicative, technically curious Technical Support Engineer to join our core global Support team in a full-time remote capacity within the United Kingdom. In this multi-faceted, high-visibility service seat, you will claim individual accountability for providing exceptional technical issue resolution while contributing directly to a culture of highly structured, scalable self-service documentation. Moving entirely beyond standard text-based ticketing or passive routing workflows, you will interface directly with enterprise customers via live on-camera video sessions and remote desktop links to isolate complex infrastructure anomalies. This high-agency position requires you to act as a crucial link optimizing human-led service lines with advanced technology, spending significant time validating troubleshooting logs and actively testing, auditing, and refining internal datasets to maximize the precision of our active AI Support Agent systems.

Key Responsibilities

• Multi-Channel Technical Support Escalation: Provide rapid first response and systematic end-to-end troubleshooting to resolve complex software blocks via our cloud ticketing platforms and live remote sessions.
• Live On-Camera Video Consulting: Lead high-touch technical discovery and diagnostic walkthroughs over live video, asking appropriate fact-finding questions to isolate customer-facing root causes calmly under pressure.
• AI Support Agent Training and Auditing: Conduct regular performance testing and validation loops on the AI Support Agent, identifying knowledge gaps, and proactively refining content structure to optimize its automated resolution accuracy.
• Enterprise Custom Deployment Triage: Partner alongside premier enterprise clients who manage highly customized on-premise or cloud deployments, mapping out tailored support strategies to fit their unique environment layouts.
• Network and Systems Infrastructure Advising: Advise corporate network administrators on essential connection prerequisites, troubleshooting routing rules, firewall ports, and basic TCP/IP properties natively across Technical Support frameworks.
• Knowledge Base Engineering: Design, author, and expand comprehensive external self-service guides, step-by-step FAQs, and markdown troubleshooting sheets to empower client self-service and fuel automated machine models.
• Salesforce CRM Case Documentation: Record, track, and manage complex customer asset interactions, case histories, and escalations natively within the enterprise Salesforce CRM platform.
• Advanced Case Handoff Governance: Package, document, and escalate deep tier-3 system bottlenecks cleanly, providing exhaustive case logging and configuration snapshots to core backend developers.

Required Skills & Qualifications

• 3+ years of verified professional history running advanced technical support, IT system helpdesk engineering, network operations support, or technically-oriented customer service solutions delivery.
• Deep, authoritative technical command of case lifecycle management and pipeline ticket tracking, with a distinct preference for direct operational usage inside Salesforce or an equivalent enterprise CRM matrix.
• Demonstrated history troubleshooting basic infrastructure properties, showing familiarity managing or configuring devices natively across Windows Server, Linux kernels, or TCP/IP routing structures.
• Proven capability leveraging advanced digital AI utilities for technical troubleshooting data assembly, issue summarization, or technical documentation creation.
• Outstanding verbal and written communication traits in fluent English, indicating an absolute capacity to translate dense software configurations clearly to enterprise clients of varying technical backgrounds.
• On-Camera Command Mechanics: Full comfort, professionalism, and presence presenting on live video sessions with corporate account managers and cross-functional engineering cells.
• Location Context: Parameters open exclusively to qualified technical support engineers base-stationed permanently within the United Kingdom to execute 100% remotely from home under flexible workspace schedules.

Preferred Strategic Indicators (Nice to Have)

• Possession of a Bachelor’s degree from an accredited university or equivalent practical technical credentials in Computer Science, Information Technology, or Systems Management.
• Prior commercial background operating within global B2B SaaS corporations, displaying full familiarity with professional digital office environments and modern workspace operations.
• An outcome-driven, knowledge-sharing mentality that treats clear documentation design not as administrative overhead, but as an essential asset to power modern human and AI interaction platforms.
• Familiarity with distributed content display hardware, smart TV operating software, or local media caching servers.

What We Offer

• Competitive U.S.-Aligned UK Salary Scale: Highly competitive, capability-benchmarked baseline salary packages tailored precisely to reward your software support authority and diagnostic execution velocity.
• The exceptional professional canvas to directly direct, shape, and deploy the customer-facing frameworks and AI training modules protecting operational excellence for Appspace’s global platform footprint.
• Profound work-from-home remote parameters offering 100% remote location options, flexible scheduling boundaries, and zero physical geographic office commuting friction inside the United Kingdom.
• Immediate eligibility to enroll in comprehensive, company-paid premium Medical, Dental, and Vision health insurance coverage structures.
• Access to employer-paid Group Life Insurance provisions and extensive, confidential mental health wellness support channels.
• Secure long-term financial calibration via an active corporate Pension Plan system.
• Excellent life calibration perks, encompassing generous Paid Time Off (PTO) settings, paid company holidays, a casual dress environment, and comprehensive paid maternity and parental leave program frameworks.
• Enjoy the elite privilege of **Appspace Quiet Fridays**, engineered explicitly to block out non-essential internal meetings so you can focus uncompromised on deep technical mastery.