Job Description

Are you passionate about solving complex technical problems and improving products through customer feedback? We want to hear from you.

We are looking for a

Technical Support Engineer

to join our growing Support team at Nexudus. This role sits at the intersection of Customer Support and Product Development and is focused on handling complex technical issues, performing root cause analysis, and contributing directly to product and process improvements.

You will act as a key technical point of escalation within the Support team while working closely with the Development team to diagnose, fix, and prevent issues. This role requires strong analytical thinking, a solid understanding of web technologies, and the ability to communicate technical concepts clearly to both customers and internal teams.

Main Duties and Responsibilities

Day-to-day tasks for this role at Nexudus include:

The successful candidate will be expected to develop a strong understanding of the

Nexudus platform API architecture

, including authentication, endpoints, integrations, and data flows. This knowledge will be used to investigate, troubleshoot, and resolve

API-related issues

, support customers and partners with integrations, and provide clear technical guidance to both internal teams and external developers. Serve as the key technical liaison between the Support team and the Product Development team, ensuring clear communication and effective resolution of complex technical issues Provide in-depth technical support to customers, handling advanced escalations and non-standard cases Perform systematic root cause analysis to identify underlying issues and prevent recurrence Develop and implement solutions for technical issues, including contributing code fixes where appropriate, in collaboration with the Development team Write, maintain, and use scripts in

C#, React, and React Native

to automate repetitive tasks and address recurring issues Use

HTML, CSS, and ReactJS

to troubleshoot front-end related issues and improve user experience based on support feedback Proactively identify patterns, risks, and opportunities for product improvement based on customer issues and technical findings Create and maintain technical documentation, internal guides, and knowledge base articles for support processes and solutions Deliver technical training sessions and knowledge-sharing workshops to upskill the Support team Meet and contribute to team KPIs, including CSAT, resolution times, and automation initiatives

Requirements

Experience in technical support or advanced customer support roles Strong understanding of web technologies and modern SaaS platforms Experience with or willingness to work with

C#, React, React Native, HTML, and CSS

Logical, structured approach to problem-solving and investigation Strong written and verbal communication skills in English. Additional languages are a

plus

Ability to explain technical concepts clearly to non-technical audiences Organised, able to manage multiple priorities, and comfortable working under pressure Team player who can also work independently and take ownership of issues Experience working with cloud-based platforms Patience, empathy, and a customer-focused mindset Must have the right to live and work in the United Kingdom

Why you will love NEXUDUS

Our highly creative and technically driven business is an inspiring place to work. We offer strong training and development opportunities and work alongside a team of skilled and collaborative professionals who are committed to knowledge sharing and continuous improvement. As a Technical Support Engineer, you will have a direct impact on the quality of our technical support, the evolution of our products, and the upskilling of the wider Support team. We actively invest in our people and foster a supportive environment that encourages ownership, learning, and long-term professional growth.

Benefits

Annual training budget to develop your skill Annual Holidays - 28 days (including bank holidays) plus 1 day for each completed year of service (up to a maximum of 5 days) Hybrid work Company Sick Pay Scheme - 5 days on full pay in any calendar year Annual Leave Purchase Scheme - up to 5 additional days Cycle to work scheme Gym membership
Job Type: Full-time

Pay: 50,000.00 per year

Work Location: Hybrid remote in London SW9 6BU