Technical Support Specialist

7 days ago

London, Greater London, United Kingdom DQPro Full time £30,000 - £60,000 per year

We enjoy connecting directly with great talent, so we're not working with recruitment agencies for this role.

Location:
Hybrid - a blended approach to working from home and our central London office.

About the Role

DQPro is a data monitoring platform used by specialty insurers. We are looking for a proactive and technically skilled Support Specialist to join our technical team. This role combines customer-facing technical support with knowledge management and product enablement.

This role is a great first step for anyone looking to grow into a full-stack developer or more senior technical positions. You'll be the first point of contact for application and technical issues, taking ownership of queries via Freshdesk and providing both 1st and 2nd line support. Alongside troubleshooting, you'll play a key role in building resources and tools that help customers get the most out of our product - a role offering both variety and ownership.

Key Responsibilities

  • Provide 1st and 2nd line technical support for customer queries via a ticketing system, with full ownership and autonomy of the platform.
  • Investigate, triage, and troubleshoot application issues, escalating to the development team where required.
  • Maintain and update the DQPro knowledge bank, ensuring resources are accurate, helpful, and structured to support future automation and self service tools.
  • Create and update documentation, FAQs, and support material for new releases.
  • Assist with other administrative and enablement tasks that improve the overall customer support experience

Skills, Qualifications & Experience

  • C# (.NET 8): working knowledge to read code, map logs to code paths, and support basic debugging
  • SQL (SQL Server): comfortable writing queries with joins and grouping; validate data fixes safely
  • Strong log investigation skills across app/IIS/Windows Event Viewer; able to recreate issues via minimal repro
  • Experience in an application support or technical support engineer role (SaaS or technology environment preferred)
  • Strong communicator, able to explain technical issues clearly to customers with varying technical backgrounds
  • Organized, detail oriented, and comfortable owning tools and processes
  • A self starter who enjoys both customer interaction and technical investigation

Nice to
have

  • JavaScript / AngularJS: use browser DevTools to capture errors and surface actionable details
  • C# (.NET 8): deeper debugging, reading stack traces, mapping logging entries to code paths
  • Azure operations: inspect app and container logs, run safe read-only queries against Azure SQL databases, review App Service logs/configurations
  • Basic knowledge of Active Directory
  • Basic scripting (PowerShell, Bash) and comfort with REST/HTTP APIs
  • Experience with ticket tooling administration (Freshdesk admin experience highly valued)

Why Join DQPro?

  • A collaborative team culture that values initiative and knowledge sharing
  • A hybrid, flexible approach to work - combining home-based days with time in our London office.
  • Comprehensive health insurance, life assurance, and access to the Yulife wellbeing app
  • 25 days paid time off + Birthday leave & experience budget
  • Quarterly team days to connect, collaborate, and strengthen team relationships
  • Annual budget for professional courses, certifications, and personal growth

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