Junior Support Engineer

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time. 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 Mark43 is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift. Our Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team. As a part of Mark43's security measures all employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts. Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email [email protected] requesting the accommodation.