Technical Support Engineer
Pax2Pay · Bristol
Paxport Group UK - Pax2pay's parent company are recruiting!
Title: Technical Support Engineer
Location: UK ( Hybrid - 3 days Bristol office & 2 days remote )
Employment Type: Full Time
Experience Level: 1+ Years Relevant Experience
Paxport Group UK Ltd is a dynamic and growing leader in airline distribution and travel technology. We connect airlines with travel sellers through innovative aggregation platforms, delivering behind-the-scenes technical support that empowers our customers to thrive worldwide.
Thanks to our growing success, we are looking for an enthusiastic Technical Support Engineer to join our team. This is an exciting opportunity to gain hands-on experience in travel tech, work with international clients, and build your technical skillset in a collaborative, supportive environment.
Why Join Us?
Your progression matters to us. We see this role as the launchpad for your career at Paxport. We are seeking an ambitious individual eager to learn. Once you gain confidence and build solid product knowledge, there is a clear, structured progression path directly into a Mid-Level Engineer role as your technical capabilities expand.
Key Responsibilities
As a Technical Support Engineer, you will play a vital role in providing high-quality technical support to both internal and external users of Paxport UK’s product suite. You will act as the primary point of contact for support requests, triaging and resolving issues while delivering first class customer support.
Tasks and Responsibilities
You will be at the heart of our support team, acting as the first point of contact for customer and incident support requests, ensuring timely handling in line with agreed SLAs. You will also closely work with our internal development and commercial teams to provide operational support.
- Ticket Triage & System Monitoring: Prioritise incoming support requests against agreed SLAs and conduct routine system monitoring.
- Technical Problem Solving: Troubleshoot, debug, and resolve technical issues across Paxport UK’s product suite.
- Supplier Coordination: Track and escalate technical issues with third-party suppliers to ensure swift resolution.
- Knowledge Sharing: Create and update technical documentation, FAQs, and troubleshooting guides for internal and external knowledge bases.
- Continuous Improvement: Analyse support trends and metrics to proactively address recurring issues, improve self-service capabilities, and optimise workflows.
Desirable Experience & Knowledge
- Basic understanding of XML and SQL.
- Foundational familiarity with APIs and web-based technologies.
- Exposure to productivity and collaboration tools such as Google Workspace, Jira, Confluence, and Slack.
- Basic knowledge of incident management processes and support frameworks (e.g., ITIL principles). Ideally previous experience in a similar role.
- Formal education or a strong personal interest in IT, Computer Science, or a related field.
Competencies & Mindset
- Career Ambition: A strong passion for learning, taking initiative, and actively driving your own progression as your product knowledge grows.
- Communication: Clear and effective written and verbal communicator with strong interpersonal skills.
- Problem-Solving: Strong troubleshooting abilities with a logical, analytical approach.
- Composure & Quality: Able to maintain composure, focus, and quality in high-pressure or fast-paced situations.
- Collaboration & Ownership: Highly organised team player who takes ownership of assigned tasks and manages time effectively.
- Collaboration, Teamwork & Ownership: A highly organised and supportive team player who takes ownership of assigned tasks, manages time effectively, and enjoys sharing knowledge to deliver exceptional support.
Benefits
In exchange for your commitment and talent, we offer a challenging, fun and stimulating working environment with a wide range of benefits including;
- Industry competitive salary.
- 25 days holiday per year plus all bank holidays applicable in England & Wales.
- Company pension scheme with boosted employer contributions.
- Perkbox Benefits - Including instant access to a GP, a weekly treat and endless shopping / discount schemes.
- Cyclescheme Salary Sacrifice.
- Free eye tests and flu vaccinations.
- Gym/fitness subsidy.
- Flexible working arrangements to support work-life balance.
- Training and mentorship to help you thrive and develop your career.
Application
Applications should be made to hr@paxport.net. Please note all successful candidates must have the right to work in the UK and will be subject to satisfactory references and pre-employment screening checks (identity check and Right to Work documents etc).
Requirements
Applicants must have the right to work in the UK.
Benefits
- Industry competitive salary.
- 25 days holiday per year plus all bank holidays applicable in England & Wales.
- Company pension scheme with boosted employer contributions.
- Perkbox Benefits - Including instant access to a GP, a weekly treat and endless shopping / discount schemes.
- Cyclescheme Salary Sacrifice.
- Free eye tests and flu vaccinations.
- Gym/fitness subsidy.
- Flexible working arrangements to support work-life balance.
- Training and mentorship to help you thrive and develop your career.