Technical Support Engineer (Software Systems)
Role Overview
We are seeking a proactive and skilled Technical Support Engineer with a background in software development or strong software knowledge to join our team in Bracknell.
This is a fully office-based role supporting our hospitality technology products, including digital signage, background music (BGM), and Guest Room Management Systems (GRMS). You will work closely with the Software Development team and the installation team responsible for deploying systems in hotels., You will be responsible for investigating and resolving issues across our platforms, while supporting our in-house Conqora product suite deployed within client environments. The role also involves hardware configuration when required.
You will support client systems remotely from the office, ensuring issues are resolved efficiently while maintaining a high standard of service.
Requirements
Key Responsibilities
- Manage and prioritise client support tickets via the ticketing system, ensuring timely resolution across our products and services
- Troubleshoot issues across digital signage, BGM, and GRMS systems and other related technologies
- Investigate software issues using logs, system tools, and debugging techniques
- Resolve issues remotely, escalating more complex problems when required
- Work closely with the Software Development team on Conqora-related services
- Support and maintain client environments where our solutions are deployed
- Communicate clearly with clients and internal stakeholders, providing updates and managing expectations
- Document solutions, known issues, and troubleshooting processes
- Contribute to improving system reliability and support processes
Key Skills & Experience
- Background in software development or strong understanding of software systems
- Experience in a technical or application support role
- Strong troubleshooting and analytical skills
- Ability to interpret logs, errors, and system behaviour
- Understanding of system integrations, APIs, or software environments
- Confident communicator, comfortable working with both technical and non-technical stakeholders
- Experience supporting client-facing environments
- Experience supporting hospitality or similar technology environments
- Knowledge of networking fundamentals (IP, DNS, etc.)
- Familiarity with ticketing or support systems
- Exposure to cloud or hosted environments
Personal Attributes
- Confident and professional when engaging with clients and stakeholders at all levels
- Strong interpersonal and communication skills
- Able to explain technical issues in a clear and practical way
- Proactive, organised, and able to manage multiple priorities
- Calm and effective in a fast-paced environment
- Detail-oriented with a strong problem-solving mindset
Additional Information
- Location: Bracknell office
- Working Pattern: Full-time, office-based
- Client-facing role delivered remotely from the office, supporting deployed solutions
About the Role
- This is an exciting opportunity to work on new technologies, be a valued team member, and develop your skills within an ever-expanding tech company that currently operates across the UK and Europe, with plans for further global growth.
Eligibility
- Please note that we can only consider candidates who have the legal right to work in the UK. Unfortunately, sponsorship is not available for this role.
Benefits
- Competitive salary
- 30 days holiday (including Bank Holidays)
- Pension scheme
- Employee Assistance Programme & Life & leadership Coaching
- Training and development opportunities
- Free on-site parking, when available
- Opportunity to join a growing global technology company
- Bright Exchange Perks & Discounts
- Bracknell BID Perks & Discounts