Technical Support Engineer

Overview

Technical Support Manager

• 4-day workweek:
  Uniqodo has been one of the first companies in the UK to adopt a company-wide 4-day workweek without a salary reduction and without employees working overtime or extra hours.
• Salary: £50-£55k dependent on experience.
• 25 days holiday per year.
• Pension scheme: a company-wide contributory pension scheme.
• Market-beating protection:
  You will receive death-in-service insurance and access to two private healthcare schemes that include health, dental, mental wellbeing support and more.
• Regular social events:
  Quarterly socials that range from escape rooms to sports days to arcades.
• Flexible working hours:
  Core hours with flexibility around them.
• Remote working flexibility:
  We currently work remotely, with opportunities to meet face-to-face when necessary.

Uniqodo is a fast-growing SaaS business at the forefront of marketing technology. We are a Promotion Experience platform that helps e-commerce businesses achieve their marketing goals through promotions across different touchpoints of a customer journey. Have you ever enjoyed using a personalised voucher code online, been rewarded for your loyalty to a brand, or been given exclusive access to a sale?

Those are exactly the kinds of great experiences we help our clients deliver.

We do award-winning work with some of the world s biggest and most loved brands, including Expedia, BT, EE, TUI, LG, Boots, QVC and The White Company and have won many industry awards, including Best Technology for Retail in the Performance Marketing Awards 2024.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, colour, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

The Purpose of this Role

We have an amazing track record to build on, with a wealth of impressive brand names on our client list and a bank of great client work. We re looking for a superstar to join us as our Technical Support Manager to provide excellent technical support and operational excellence that delights our clients.

You can expect to collaborate directly with our supportive engineering and client teams. We re looking for the right individual who is excited by the challenge of helping our clients achieve great results through our technology, is hungry to learn and loves collaborating with others to solve problems.

Note: Original content includes a mix of sections; the streamlined responsibilities combine the following:

• Technical Support
• Provide excellent first and second-line support for technical queries about our platform directly to clients and internal teams by resolving issues promptly in line with our support SLA.
• Own the triage process to act as a definitive filter that protects the engineering team from distractions, attempting a resolution before escalation.
• Effectively manage client expectations and ensure realistic deadlines are met through excellent communication with the client and internal teams.
• Ensure every issue has the most appropriate priority and make client satisfaction a key factor in prioritisation.
• Identify opportunities for automation and suggest or implement improvements to the process that add value to the business.
• Develop and maintain our product, help centre documentation and onboarding materials.
• Be the voice of our customer and summarise common pain points and product pitfalls into actionable feedback for the Product team.
• Help to design and iterate on the support and onboarding workflows and tools required to scale.

• Collaborate closely with internal teams and foster good client relationships to ensure every interaction delivers client satisfaction.
• Communicate effectively and professionally with clients, assisting some of the world s largest brands like TUI, Expedia, BT and Boots.
• Provide pre-sale support to the sales and customer success teams in product demos and technical conversations about our products and prospective use cases.
• Manage and support integrations of new clients as part of the wider onboarding process. This will…