Technical Support Engineer - Apprentice/ 1 week ago
Quick Summary
Location: Remote in Location (Belfast)
Department: Customer Success
Reports to: Support Manager
About the Role
As a Technical Support Engineer - Apprentice, you'll embark on a unique opportunity to learn cybersecurity support from the ground up, while pursuing a foundation degree in Cyber Security with Cloud and Network Infrastructure at a local college. Expertise on day one is not required; what matters most is your drive to learn, desire to solve problems, and commitment to improving the daily experience for our customers.
In this role, you’ll become a trusted point of contact for customers, assisting them in navigating our platform, troubleshooting issues, and maximizing product value. You’ll collaborate closely with engineering and product teams to understand how our tools function and how to resolve problems.
We seek individuals who take initiative, ask questions, and are enthusiastic about enhancing the customer experience. If you enjoy problem-solving and embracing new challenges, this is an ideal environment for growth.
We prioritize attitude over experience. If you are curious, communicative, and motivated to learn about cybersecurity, we encourage you to apply.
What You’ll Do
- Assist customers by responding to support tickets using tools like Jira Service Desk and conducting Zoom calls for live issue troubleshooting.
- Learn the platform's functionality, including data flows, APIs, and vulnerability management processes, and clearly explain these concepts to customers.
- Take initiative to improve support processes, from updating documentation to suggesting workflow optimizations.
- Gain hands-on experience with AI tools to enhance team efficiency (training provided if needed).
- Collaborate closely with engineering teams to identify common issues and prioritize fixes that significantly benefit customers.
- Attend Belfast Metropolitan College one day per week, as required, for the duration of the IT Apprenticeship Level 5 course.
What We’re Looking For
Required:
- Resident in Northern Ireland.
- Right to work in the UK.
- Must meet the Level 5 Entry Requirements outlined here.
- Strong written communication skills, with the ability to explain complex ideas clearly and thoughtfully.
- Naturally curious, enjoying technical challenges and understanding how things work.
- Values empathy in both customer support and team collaboration.
- 1+ years of experience in a technical, customer-facing role.
What Helps You Stand Out:
- AI Knowledge (previous or current experience utilizing AI tools).
- Technical certification(s) e.g., CompTIA, AWS, Microsoft.
- Ability to showcase personal projects or learnings relevant to the role.
- Some coding experience in any language (personal projects count); familiarity with PHP and Python is a plus.