Technical Support Engineer

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 …