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
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