Technical Support Engineer
About The Position
Scurri connects online retailers with global carriers, powers seamless delivery experiences, and makes it easier for well-known brands to ship goods to their customers. This is a full-time role based in their Wexford Town offices, reporting to the Operations Manager. The Technical Support Engineer will be at the heart of the business, providing trusted, timely, and rock-solid technical responses to leading retail brands across Ireland, the UK, Europe, and beyond. Customers contact Scurri via phone, email, and live chat, and the team takes pride in supporting their success and growth.
Requirements
- 5+ years in a technical support role within a web-based product, SaaS, or tech-enabled service business.
- A technical qualification in IT, Computer Science, Software Engineering, or a related field.
- A relentless drive to master AI tools, prompt engineering, and automated agent workflows to eliminate manual friction.
- Working knowledge of APIs, JSON, and XML.
- Sharp analytical skills backed by an understanding of Lean methodology.
- Outstanding listening, written, and verbal communication skills.
- Full legal right to work in Ireland/EU and the UK.
- A full clean driver’s license.
- ESTA eligibility for international travel.
- Willingness to support peak business hours (occasional early mornings, evenings, or weekends) when needed.
Responsibilities
- Efficiently diagnosing, prioritising, troubleshooting, and resolving system bugs, API issues, and integration queries within established SLAs.
- Delivering empathetic, timely, and jargon-free guidance across all support channels to drive high CSAT and NPS scores.
- Replicating complex software defects, drafting detailed steps for Engineering escalation, and tracking resolution statuses for clients.
- Authoring and updating internal troubleshooting guides and public self-service documentation as our platform evolves.
- Championing productivity by integrating AI tools and building AI-assisted workflows to streamline support, communications, and reporting.
- Identifying recurring UX bottlenecks to help shape our Product roadmap.
Benefits
- Breakfasts / snacks / coffees
- On site gym
- Company pension - Matched employer contribution pension after probation
- Company Health Scheme from day one
- 22 days annual leave - with additional days added at year 1, 3 and 5 rising to 25 days
- Death in Service cover
- Employee Assistance Program
- Annual company day
- Regular all-company socials
- Paid volunteer time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
