About the role

Junior Technical Support Engineer handling Jira Service Desk tickets and troubleshooting core product issues. Collaborating with teams to contribute to product improvements and customer support.

Responsibilities

Get hands-on with the platform from the outset, resolving the majority of Jira Service Desk tickets within SLA and contributing to faster, clearer responses for customers.
Take ownership of troubleshooting across core product areas, independently diagnosing issues within your first months and reducing the need for escalation.
Identify recurring issues as they emerge, escalating them promptly and contributing structured insights each quarter that strengthen product and engineering decisions.
Support high-risk and out-of-hours changes with thoughtful preparation and clear communication, ensuring customers maintain trust throughout critical releases.
Seek out workflow improvements and partner with teams to implement meaningful changes over your first year, helping shorten the path to resolution for repeat issues.
Take on simple development tasks as your confidence grows, increasing the number of support-led fixes and strengthening the team’s ability to resolve issues end-to-end.

Built a foundation in technical support, whether through 1–2 years in a similar role or through a technical degree, apprenticeship or personal projects that show genuine capability.
Demonstrated strong analytical and problem solving skills, with the ability to break down issues and work methodically towards a clear resolution.
Communicated clearly and constructively with customers and colleagues, tailoring your approach to the situation and keeping people informed as you work.
Developed a working understanding of technical concepts such as application architecture and cloud based systems, with some hands-on exposure to coding or scripting (for example Python, JavaScript or SQL), and shown the drive to deepen that knowledge quickly.
Contributed to high quality customer outcomes by being organised, attentive to detail and thoughtful about the experience you create.
Used tools like Jira Service Desk or similar platforms, or shown the ability to pick them up quickly.
Shown curiosity and initiative in your own learning, whether through side projects, mentoring others, taking on stretch work or proactively developing new skills.
Taken ownership of your time and work, staying composed under pressure and working well with others in a collaborative, fast-paced environment.

£5,000 training and conference budget for individual and group development.
25 days of holiday plus 8 bank holidays (33 days total).
Company pension scheme via Penfold.
Mental health support and therapy via Spectrum.life.
Individual wellbeing allowance via **Juno**.
Private healthcare insurance through AXA.
Income protection and Life Insurance.
Cycle to Work Scheme
Top-spec equipment (laptop, screens, adjustable desks, etc.).
Regular remote and in-person hackathons, lunch and learns, socials, and game nights.
Team breakfasts and lunches, snacks, drinks fridge, and a fun office at The Ministry
Exceptional opportunities for personal development and growth as we build something remarkable together.