2nd Line Support Engineer

Join an award-winning team based in the North West. You will receive personalised training to become an expert on our SaaS product, learning how to resolve support issues from various angles. Past Enterprise support engineers are now leading teams or have moved into 3rd-line support. As we grow, the opportunity for career growth will increase. You will be joining a collaborative team that adopts a joint action approach to solving problems. Teamwork is key to the success of the team, which is fostered through consistently organised social events. About us We are an Omnichannel SaaS organisation on a mission to boost productivity, improve customer service, and increase efficiency across various industries. Based in Manchester, UK, our influence spans five continents, with offices in Barcelona, Miami, Melbourne, and South Africa, and we're not done yet- we're still growing quickly and consistently. The role You will be an essential member of the Enterprise Support team, engaging closely with clients to handle triage, resolve, and escalate tickets effectively. You will primarily operate with our in-house software and PostgreSQL, writing, selecting, updating, and reporting queries, analysing data, and using it as a tool to investigate. You will work with various third-party software integrations, such as HubSpot, Salesforce, and Zapier, and have the opportunity to set up complex APIs, inbound data, and call flows. As an omnichannel software, you will support a range of communication channels, including voice, email, live chat, SMS, WhatsApp, Facebook, and Instagram, in addition to our in-house AI and WFO/QA applications. You will collaborate closely with the 3rd-line Support and Development teams, where you will read and assess Python and JavaScript code for streamlined operations and solutions. This is a highly analytical role in which you will provide invaluable support to our product's functioning and the business's overall success. Why join us? • You will be working in a collaborative environment that promotes growth • You will be working on complex database problems (PostgreSQL) • You will be exposed to integration systems such as Salesforce, Zapier, and HubSpot. • You will be working with an award-winning support team • You have the opportunity to own projects in the future • You will be provided with tailored training across various tools and software. • You will get light exposure to AWS • You will be working closely with various teams at ConnexAI • You will be working with a team that showcases fulfilment in their career • Each day, a new challenge will arise, providing ample opportunities to hone in on your problem-solving skills. Who is suitable for the role? • You will have experience or an interest in database technologies • You will ideally have an understanding of data, dialers, API and Linux • You will have excellent interpersonal communication skills • You are happy to work on a four on – 4 off shift pattern • You are willing to work two day shifts (8 am – 8 pm) and two night shifts (8 pm – 8am) • You will have strong analytical troubleshooting skills • You will be passionate about investigating software problems and finding the correct solution • You will thrive in a fun/collaborative environment

Location: Manchester,, GB

Posted Date: 7/14/2025