Senior Technical Support Engineer

About Us

Jumptech is a fast-growing, award-winning SaaS company powering the energy transition. Our platform helps energy companies, automotive brands and installers deliver low-carbon technologies such as EV charging, solar, battery and heat pumps faster, smarter and with confidence.

We've evolved from managing installation workflows to improving them. By turning every project into measurable data, Jumptech helps customers identify bottlenecks, reduce time-to-install and drive operational excellence at scale.

Our partners include leading energy suppliers, OEMs, charge point manufacturers and national installer networks across the UK, Europe and North America. Together we're building a connected ecosystem that accelerates electrification and makes clean technology rollout predictable and efficient.

Headquartered in Cambridge with teams in the UK and the US, Jumptech combines deep industry expertise with innovative software to help the world install net zero with confidence.

We are collaboration focused, with a determination and passion for technology, our people and the environment and we are looking for a talented Senior Technical Support Engineer to join our team.

The Role

In this role, you will provide operational support to our customers and be responsible for addressing and resolving inbound support cases. You will also be involved in configuration changes for customers in terms of assessing requirements, documentation and completing the change requests in line with their current setup.

You will also;

• Provide 1st and 2nd line email and telephone support for our customers, triaging and prioritising the requests appropriately within our SLA agreements
• Own change requests from suggesting solutions for customers through to completion
• Assist with new product feature rollouts, ensuring educational content is created for customers and configurations are updated
• Analyse how customers use the system and collaborate with internal departments to identify patterns so our Implementation and Development teams can address them
• Keep our customer-facing knowledge base up to date with the latest documentation
• Proactively monitor and optimise alerts and/or notifications and address the issue or assign as required to other teams for resolution

This is not your normal 'run of the mill' support role. Our support team are the technical wizards that help meet customer requests and solve problems. Whilst you do not need to be a developer, you need to be highly technical and enjoy problem-solving to thrive in the role.

About you

You have;

• Demonstrated knowledge of the agile software development process
• Gained professional experience in a technical yet customer-facing support role
• Worked with programming languages/concepts
• Showed strong communication and customer engagement skills
• Proven ability to be organised and prioritise
• Delivered excellent written and verbal communication with a flair for expressing technical concepts in everyday language
• Demonstrated excellent problem-solving skills and used initiative
• Used a customer support tool such as Jira/Zendesk
• Held knowledge of advanced troubleshooting using data analytics and log management tools
• Led the technical evaluation, proposal, and execution of complex customer-facing change requests
• Acted as the liaison for Product and Engineering teams
• Contributed to and maintained the integrity of the customer-facing knowledge base

What's in it for you?

• Remote, flexible working from home
• Join quarterly team get-togethers in Cambridge
• Share Options scheme
• Enhanced maternity & paternity leave
• Vitality private medical insurance
• Unum group life cover
• EV salary sacrifice
• 25 days of annual leave + bank holidays
• Birthdays off
• Join a collaborative, dynamic environment and work with cross-functional teams to deliver our company's vision and strategy
• Become part of the caring Jumptech family, where ongoing personal development and continuous learning are highly valued and supported

Our Core Values

• Grow - We learn, adapt and improve every day to deliver better outcomes for our customers and for the planet.
• Be Human - We collaborate with empathy and respect, creating space for people to thrive.
• Own It - We take responsibility and act with accountability, removing obstacles to progress.

Salary: £40,000 - £43,000