1,556 Software Issues jobs in the United Kingdom

Junior Software Support Engineer

Employment type: Full time, Permanent

Job location: Cambridge, UK (Hybrid) /Remote within the UK

1Spatial Group Limited is a leading global provider of software, solutions, and services for managing location data. Whether mapping the natural world or physical infrastructure, our systems enable the management of complex spatial data to deliver profound benefits on a global scale: protecting the environment, improving quality and security of essential services, reducing costs on large-scale government programmes and many more.

Everything we do is built around a commitment to doing the right thing for our customers, our people and our planet. Our Mission, Vision, Purpose and Values (We Respect, We Innovate, We Collaborate, We Trust and We Care!) guide the way we do business.

We are headquartered in Cambridge, UK, with operations in the UK, Ireland, USA, France, Belgium, Australia and Tunisia.

Are you a good fit for the 1Spatial Customer Support team?

As a Junior Software Support Engineer at 1Spatial, you will be working as part of a multidisciplinary team that play a critical role within the wider Delivery team. You will have the opportunity to develop a great working knowledge of the products that make up our 1Spatial Platform, and the solutions that have 1Spatial technology at their core. This role is varied and interesting, you will work closely with other teams in the company including development, testing, product management, professional services and sales in a highly collaborative, agile environment. Your passion for exceptional customer service, along with your excellent communication skills, will help to build and maintain working relationships with our customers and your colleagues.

You will be responsible for:  

Following completion of your training, your responsibilities will include:

•  Troubleshooting and resolving technical support case requests via email, phone, and remote sessions
• Diagnosing, investigating, and replicating software issues, conducting root cause investigations, feeding vital information back to the development and project teams
• Assuming ownership of the lifecycle of your assigned cases. Ensuring that accurate case notes are maintained in the service desk system, and that all progress is communicated to the customer
• Support case queue management
• Software licence administration and delivery
• Continually enhancing product and technical knowledge through learning and engagement with colleagues
• You may be asked to be part of a team on rota to provide on-call support outside of office hours. This includes generous, additional remuneration on top of your salary

Requirements

Suitable applicants will have: 

• Computing, IT or GIS (Geographic Information Systems) qualifications. In lieu of this, suitable experience in a technical role will be considered
• A minimum of 4 GCSEs A C grades (or equivalent) including English, Maths, Science
• Experience of MS Office applications
• A pragmatic approach to problem solving, strong customer-facing skills, strong analytical skills, and attention to detail
• Ability to work on own initiative and as part of a team, prioritising work based on the demands of the department and their own workload
• Good interpersonal and communication skills
• A passion for technology, to gain experience and develop skills
• Ability to travel to customer sites within the UK as and when required

 It would be advantageous to have: 

• Previous experience in a technical support role
• Knowledge of Geospatial technologies and data
• Ability to analyse system and software log files

Benefits

What we can offer you:

• Fantastic opportunity to work for a company that has been named amongst the Top 100 Most Loved Workplaces® list in the UK, and Top 100 companies in the Cambridgeshire area.
• Long-term career prospects with opportunities to develop – the job is what you make it!
• Friendly and collaborative environment where every 1Team member is treated with respect and trust.
• Flexibility

In addition to…

• 25 days annual leave, plus birthday day off, plus option to buy/sell further annual leave
• Pension scheme (employer and employee contributions)
• Group income protection scheme and Life Assurance
• Private Health Insurance and Health Cash Plan
• Cycle to work scheme
• Enhanced Maternity and Paternity Pay
• Personal Development Allowance

Please note that we require that all candidates are able to demonstrate their eligibility to work in the UK.

Rithum is the world's most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimise operations across channels, scale product offerings and enhance margins.
Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimised consumer shopping journeys from beginning to end.
**Overview**
As a **Software Support Specialist,** you play a crucial role in providing accurate and timely support to our clients. You will provide support by addressing inbound software queries through various channels such as portal, email, telephone, and chat. Your responsibilities include promptly responding to clients' requests, accurately documenting issues and resolutions, and proactively identifying trends for management attention. You use your knowledge and expertise to mentor/coach new team members and assist level 1 associates. This position may require working specific scheduled shifts to ensure global support for coverage.
**Responsibilities**
+ Demonstrate an in-depth understanding of one or more Rithum platforms; may serve as a subject matter expert (SME) in a specific area of expertise.
+ Handle inbound software support requests through various channels, including the portal, email, telephone, and chat. (Tier 1 and 2 support)
+ Send proactive outbound communications to clients regarding file or communication failures.
+ Accurately document client issues and all actions taken (both internal and external) using ticketing software.
+ Consistently meet or exceed departmental and individual performance goals, including metrics such as client satisfaction, initial response time, issue resolution, and quality scorecard results.
+ Create and/or escalate support requests to Engineering for Tier 1, 2, or 3 issues.
+ Identify and communicate emerging trends to management based on ticket patterns and client feedback.
+ Create and maintain internal knowledge base articles and other support resources.
+ Support client satisfaction efforts through analysis and outreach.
+ Contribute to special projects as assigned.
+ Act as a peer mentor or coach to new team members; support Level 1 agents with training gaps and escalation guidance.
+ Participate in workload management processes.
+ Participate in the on-call rotation for after-hours support coverage.
**Qualifications**
Minimum Qualifications
+ 1+ years computer/technical/call center client service experience.
+ Fluent in both written and spoken English and German.
+ Interpersonal and problem-solving skills.
+ Ability to organize work and multi-task.
+ Demonstrated ability to write in clear, concise, organized manner with appropriate level of detail.
+ Experience with Windows computing environment, MS Office.
+ Effective collaborator with proven process improvement skills.
+ Must have reliable Internet access.
Preferred Qualifications
+ 1 year of tech support experience, plus 1 year of working in a b2b software support role.
+ Fluent in both written and spoken Dutch.
+ Prior experience with Ticketing and CRM software.
+ Knowledge of APIs, EDI, XML, Flat Files and AS2, SFTP, HTTP communication protocols.
+ Experience using the Rithum platforms.
+ Prior experience working remotely.
**Travel Required**
Up to 10%
**Other Duties**
_Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice._
**What it's like to work at Rithum**
When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.
As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.
At Rithum you will:
+ Partner with the leading brands and retailers.
+ Connect with passionate professionals who will help support your goals.
+ Participate in an inclusive, welcoming work atmosphere.
+ Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.
+ Receive industry-competitive compensation and total rewards benefits.
**Benefits**
+ Enhanced Private Medical Insurance and a Health Cash Back Plan
+ Life insurance & disability benefits
+ Pension plan with 4% Company match
+ Competitive time off package with 25 Days of PTO, 8 Company-Paid Holidays, 2 Wellness days and 1 Paid Volunteer Day
+ Flexibility to choose where you work - at home, in the London office, or both!
+ Access to tools to support your wellbeing such as the Calm App and an Employee Assistance Program
+ Professional development stipend and learning and development offerings to help you build the skills and connections you need to move forward in your career
+ Charitable contribution match per team member
Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.
We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form ( . Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.

Do you know your way around CNC tooling, software installs, and engineering processes? Like solving problems and making manufacturing smarter?

This role is all about providing hands-on application support working with customers, demoing kit, installing software, and helping them get the best from their inspection and presetting equipment.

What youll do:

• Deliver training and technical support to customers across the UK & Ireland

• Demo products and software alongside the sales team

• Help customers set up systems and migrate data

• Support factory floor integration and connectivity projects

• Attend trade shows, in-house events, and provide expert insight

• Build and maintain great customer relationships

What youll need:

• Experience in engineering/quality-focused applications roles

• Good with people and great at explaining technical concepts

• Confidence with software installs, database work, and Windows systems

• Smart, professional, and approachable

• Self-motivated, able to travel, and fine with the occasional overnight stay

• Full UK driving licence

About the Company:
Youll be working with high-end tool measurement, presetting and software systems that boost performance across some of the most demanding sectors aerospace, F1, petrochemicals, and more. If you enjoy being on the technical frontline with customers and delivering real impact, this is your kind of role.

About Us :
At Thomas Lee Recruitment, we specialise in connecting engineers and technical salespeople with leading companies in the engineering sector. We pride ourselves on offering a personalised, professional, and transparent recruitment service. Our focus is on understanding both client and candidate needs to ensure the best possible match.

How to Apply :
All applications will be responded to. Please ensure you have the right to work in the UK before applying. By applying for this role, you accept our Terms & Conditions, Privacy Policy, and Disclaimers, which can be found on our website.

Our client is seeking a highly skilled and motivated Technical Support Team Lead to manage their customer service and helpdesk operations in Manchester, Greater Manchester, UK . This is a crucial role responsible for leading a team of support specialists, ensuring the delivery of exceptional technical assistance to clients, and driving continuous improvement in support processes. The ideal candidate will possess strong technical acumen, excellent leadership qualities, and a passion for customer satisfaction. You will be the primary point of escalation for complex technical issues and will play a key role in developing support strategies.

Key Responsibilities:

• Lead, mentor, and manage a team of technical support engineers, fostering a high-performance and collaborative environment.
• Oversee the day-to-day operations of the technical support helpdesk, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement support processes, workflows, and knowledge base articles to enhance efficiency and customer experience.
• Act as a point of escalation for complex technical problems, providing in-depth troubleshooting and solutions.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
• Train team members on new product features, troubleshooting techniques, and best practices.
• Collaborate with engineering and product development teams to provide feedback on product issues and feature enhancements.
• Manage customer escalations and ensure effective communication with clients regarding issue status and resolution.
• Contribute to the development and maintenance of technical documentation and user guides.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Identify trends in customer issues and report them to relevant departments for proactive problem-solving.

Qualifications and Experience:

• Proven experience in a technical support role, with at least 2-3 years in a team lead or supervisory capacity.
• Strong technical background in software troubleshooting, operating systems (Windows, macOS, Linux), and network fundamentals.
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
• Excellent leadership, coaching, and team management skills.
• Exceptional problem-solving and analytical abilities.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in developing support documentation and knowledge bases.
• Familiarity with cloud technologies (AWS, Azure, GCP) is a plus.
• A degree in Computer Science, IT, or a related field, or equivalent practical experience.

This is an exciting opportunity to shape the future of customer support for a growing organization in Manchester, Greater Manchester, UK .

Our client, a rapidly growing software company, is looking for a motivated and experienced Technical Support Lead to manage their customer service and helpdesk operations. This is a fully remote position, allowing you to work from anywhere in the UK. You will be responsible for leading a team of technical support specialists, ensuring the delivery of exceptional customer service and timely resolution of technical issues for enterprise clients. Key responsibilities include managing support queues, prioritizing tickets, developing support documentation and knowledge base articles, and mentoring support staff. You will also collaborate with engineering and product teams to identify recurring issues, provide feedback, and contribute to product improvements. The ideal candidate will have a proven track record in technical support leadership, extensive knowledge of CRM systems and ticketing platforms, and a deep understanding of troubleshooting complex software problems. Strong analytical and problem-solving skills are essential, along with excellent communication and interpersonal abilities. You should be adept at managing team performance, implementing support processes, and ensuring customer satisfaction. This role requires a proactive approach to identifying trends, implementing proactive solutions, and fostering a customer-centric culture within the support team. The ability to work independently, manage priorities effectively, and lead a remote team successfully is paramount. We are seeking a dedicated professional who is passionate about customer success and committed to maintaining high standards of technical support. This is a fantastic opportunity to take on a leadership role and make a significant impact on customer experience within a thriving company. This vital role is accessible to candidates across the UK but is based in **Manchester, Greater Manchester, UK**, and is fully remote.

Our client, a dynamic and growing technology solutions provider, is looking for a skilled and customer-focused Technical Support Specialist to join their team in Norwich, Norfolk, UK . This role is essential for ensuring our users receive timely and effective assistance with our software products and IT infrastructure. You will be the first point of contact for technical inquiries, diagnosing and resolving issues efficiently, and providing a high level of customer satisfaction.

Key Responsibilities:

• Provide first-line technical support to users via phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex problems to senior technical staff when necessary.
• Document all support requests and resolutions accurately in the ticketing system.
• Install, configure, and maintain computer hardware and software.
• Assist with user account management and access permissions.
• Develop and maintain technical documentation and knowledge base articles.
• Identify recurring issues and recommend solutions or improvements.
• Provide training and guidance to users on software and system usage.
• Contribute to the continuous improvement of support processes and services.

Qualifications:

• Proven experience in a technical support or IT helpdesk role.
• Strong understanding of operating systems (Windows, macOS), common software applications, and networking concepts.
• Excellent troubleshooting and problem-solving skills.
• Exceptional customer service and communication abilities.
• Ability to work independently and as part of a team.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira).
• Relevant IT certifications (e.g., CompTIA A+, Network+) are a plus.
• Familiarity with cloud-based services is advantageous.

This role offers a stimulating environment where you can hone your technical skills and develop strong customer relationship management abilities. The hybrid work model provides a balance between collaborative office days and the convenience of working remotely, fostering productivity and well-being. Join a company that values technical expertise and prioritizes user support.

Our client, a leading provider of enterprise resource planning (ERP) software, is seeking a dedicated Technical Support Specialist to join their growing team in **Stoke-on-Trent, Staffordshire, UK**. This hybrid role involves providing expert technical assistance and troubleshooting for our client's comprehensive software suite to a global customer base. You will be responsible for diagnosing and resolving complex software issues, guiding users through troubleshooting steps, and escalating unresolved problems to higher-level support or development teams. A deep understanding of software systems, databases, and networking principles is crucial. You will maintain detailed records of customer interactions and resolutions within a ticketing system, contributing to our knowledge base. The ideal candidate possesses excellent analytical and problem-solving skills, with the ability to clearly communicate technical information to both technical and non-technical users. Experience with SQL, Windows Server environments, and common networking protocols is highly advantageous. Prior experience in a technical support role, particularly with ERP or complex business software, is essential. Strong customer service orientation and the ability to work effectively under pressure are key attributes. You will be part of a supportive team environment that encourages continuous learning and professional development, contributing to the overall success and satisfaction of our clients. This role requires a proactive approach to problem-solving and a commitment to delivering high-quality support.
Key Responsibilities:

• Provide first and second-line technical support for enterprise software.
• Diagnose and resolve software-related issues efficiently.
• Guide customers through troubleshooting procedures.
• Escalate complex issues to appropriate teams.
• Maintain accurate and detailed support case logs.
• Contribute to the creation and maintenance of support documentation.
• Identify trends in support requests to recommend product improvements.
• Collaborate with cross-functional teams to ensure customer satisfaction.

Required Qualifications:

• Proven experience in a technical support or helpdesk role.
• Strong understanding of software troubleshooting methodologies.
• Familiarity with SQL, Windows Server, and basic networking.
• Excellent communication and interpersonal skills.
• Customer-focused mindset and problem-solving abilities.
• Ability to work effectively in a hybrid work model.

Our client, a rapidly growing SaaS company, is looking for a skilled Remote Technical Support Specialist to join their world-class customer service team. This is a fully remote position, offering the flexibility to work from anywhere in the UK. You will be the primary point of contact for customers encountering technical issues with our advanced enterprise software solutions. Your role will involve diagnosing complex problems, providing timely and effective solutions, and ensuring a high level of customer satisfaction. This position is crucial for maintaining our reputation for excellent support and customer retention. Responsibilities include:
- Providing high-level technical support to enterprise clients via phone, email, and chat.
- Diagnosing, troubleshooting, and resolving complex software issues across various operating systems and environments.
- Escalating unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed documentation.
- Creating and maintaining comprehensive technical documentation, knowledge base articles, and FAQs.
- Walking customers through product features and functionalities, providing guidance and training.
- Identifying recurring issues and providing feedback to the product and development teams for improvements.
- Monitoring support queues and ensuring timely response and resolution times are met.
- Participating in on-call rotation to provide after-hours support as needed.
- Staying up-to-date with product updates, new releases, and industry best practices.
- Contributing to a positive and collaborative team environment.

The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 3 years of experience in technical support, preferably with enterprise-level software, is required. Strong analytical and problem-solving skills are essential, coupled with excellent communication and interpersonal abilities. Proficiency in troubleshooting common software and network issues is a must. Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly desirable. Familiarity with cloud technologies (AWS, Azure) and scripting languages is a plus. This remote role offers the opportunity to work with a dynamic team supporting users in the London, England, UK area and beyond, from the comfort of your own home.