Web Support Engineer

We’re delighted to be supporting a very well-established eCommerce and technology services business within the music and entertainment sectors. They have a formidable, international client base and a values-driven and supportive company culture that is second to none. Due to exciting company growth, they are looking for a talented Support Engineer to join the team.

What skills you’ll be needing

• 1-2 years of providing technical support for websites in either a hosting provider or digital agency environment.
• Practical experience with WordPress and/or Shopify, plus a solid understanding of how websites are built, configured, and maintained.
• Experience using ticketing systems (e.g. Zendesk, Jira or similar).
• Confidence using AI tools to speed up diagnosis, research, and problem-solving.
• Experience providing first-line internal IT support, including accounts, email, device setup, and general user issues.
• Good documentation skills and a methodical approach to tracking issues, fixes, and processes.
• Strong problem-solving ability, curiosity, and the confidence to research solutions independently.
• Comfortable working in a security-conscious way and following information security policies.

What you’ll be doing

The Support Engineer role is primarily to provide first-line support for client websites and platforms, working across CMS and ecommerce environments. You’ll investigate issues, reproduce bugs, document findings, and escalate clearly when needed. That includes everyday web problems such as redirects, caching, performance, configuration, and release checks.  You’ll investigate issues, reproduce bugs, document findings, and escalate clearly when needed. That includes everyday web problems such as redirects, caching, performance, configuration, and release checks.  You’ll also support internal colleagues with email setup, account administration, device provisioning, and general troubleshooting. Alongside that, you’ll manage tickets within SLA, communicate clearly with technical and non-technical users, and keep detailed records. Working with development, QA, testing, and product teams, you’ll help improve platforms, processes, and knowledge bases while staying security-conscious at all times.

What you’ll get in return for your talents

There’s a competitive salary (up to £32K) plus private healthcare, 25 days holiday plus bank holidays, opportunity to work abroad 4 weeks per year, employee assistance program, budget for training courses, life insurance, enhanced maternity leave and more. You will be working with a progressive tech stack and team on exciting challenges in a collaborative, supportive and ambitious team environment.

*There will be 1 weekend in 4 on-call (24/7) with additional payments.

What’s next

If this role sounds like it could be your next career move, please send in your CV ASAP.