Junior Support Engineer

Mark43 is seeking a Junior Support Engineer to join our growing UK support organization, supporting mission-critical public safety systems for global customers including the Greater Manchester Police (GMP).
This role is designed for a recent graduate with strong technical fundamentals who is looking to develop real-world engineering experience in a high-impact, customer-facing environment.
Unlike traditional support roles, this position is engineering-focused, combining customer communication, technical troubleshooting, and hands-on software investigation. You will work directly with production systems, collaborate with senior engineers, and contribute to real fixes in the product.

Key Responsibilities

• Serve as a first point of contact for customer support requests via:
  • Phone
  • Ticketing system
  • Email
• Triage and manage incoming support tickets:
  • Assess severity and priority,
  • Reproduce reported issues
• Communicate clearly with customers on status and next steps
• Investigate and resolve technical issues, including:
  • Frontend bugs (JavaScript / TypeScript)
  • API and backend-related issues
  • Data-related issues using SQL
• Perform hands-on technical work such as:
  • Writing and executing SQL queries (read and write operations)
  • Debugging application behaviour using logs and internal tools
  • Developing small scripts or fixes (TypeScript / JavaScript)
  • Proposing and, where appropriate, implementing fixes for simpler issues
• Collaborate with Engineering teams:
  • Escalate complex issues with clear documentation
  • Participate in root cause analysis
  • Contribute to ongoing product improvements
• Participate in support operations:
  • Assist with monitoring and incident response
  • Support continuous improvement of internal processes and documentation

Required Qualifications

• Bachelor’s degree in:
  • Computer Science
  • Software Engineering
  • Or a related technical discipline
• Strong foundational knowledge of:
  • JavaScript or TypeScript
  • SQL and relational databases
  • Basic web technologies (APIs, HTTP, frontend/backend concepts)
• Demonstrated ability to:
  • Troubleshoot technical problems logically
  • Learn new systems quickly
  • Communicate clearly and professionally

Preferred Qualifications

• Experience with:
  • Writing SQL queries (SELECT, UPDATE, INSERT)
  • Debugging frontend applications
  • REST APIs and JSON data structures
  • Git or version control systems
• Exposure to:
  • Production systems or real-world software environments
  • Scripting or automation
  • Logging/monitoring tools

Key Skills

• Strong problem-solving and analytical thinking
• Clear and professional communication (both written and verbal)
• Attention to detail and ability to follow through on issues
• Ability to balance technical work with customer interaction
• Willingness to take ownership and learn in a fast-paced environment

What You’ll Gain
Hands-on experience working with a production-scale SaaS platform
Exposure to real customer issues and system behaviour

• Opportunity to debug, fix, and improve live software
• Direct collaboration with experienced engineers and support leadership
• A strong foundation for a future career in:
  • Software Engineering
  • Site Reliability Engineering (SRE)
  • Technical Support Engineering

Location & Work Model

• Location: Manchester
• Work Model: Hybrid (3 days per week in Manchester office)

Additional Requirements

• Must meet eligibility requirements for working in the UK
• Must have been a resident of the UK for a minimum of five (5) consecutive years
• Will be subject to stringent background checks and security vetting conducted by UK law enforcement authorities
  • Employment and system access are contingent upon successful completion of all required vetting and clearance processes
• Willingness to participate in a structured onboarding and training program
• Ability to work within a team supporting 24×7 operations (shift-based coverage as the team scales)

What We Offer

• 28 days holiday plus UK bank holidays
• Private medical, dental, and vision insurance through AXA Health and BUPA, fully paid for you and your dependents
• 18 weeks paid parental leave for primary caregivers plus a ramp-back programme
• Income protection (75% of salary) and death in service cover (4x salary), fully paid
• Pension through Nest with 3% employer contribution
• Gym reimbursement for you and your partner
• Equipment allowance to set up your home office
• AI tooling including Claude Code Enterprise and ChatGPT Enterprise licences provided
• Spring Health membership with therapy sessions and mental wellness tools, fully covered
• Company performance-based bonus
• Paid sabbatical of one month at your five-year anniversary
• Biannual hackathons, learning budget, and a team that genuinely invests in your growth