Role Overview

The Live Support Engineer is responsible for investigating and resolving live production incidents and service requests, helping to maintain the stability and reliability of supported products and services.

The role works across application, infrastructure, integration and data-related issues, supporting incident resolution, service monitoring and continuous improvement activities. The successful candidate will work closely with a range of teams to identify problems, restore services and help prevent future issues.

Technical Requirements

This is a handson technical role. Candidates should have software development experience and be comfortable reading, understanding and writing code as part of incident investigation, troubleshooting and service improvement activities.

Java development experience is strongly preferred but not essential. 

The successful candidate will be expected to:

• Analyse and troubleshoot issues within application code.
• Investigate defects and support the implementation of fixes.
• Work closely with development teams to resolve complex production issues.
• Understand how applications, integrations and data flows operate within a live environment.
• Contribute to automation and tooling improvements where appropriate.

This is a junior role with a starter salary of £ 26,700 with incremental uplifts at 6 months and 12 months baesd on performance and positive client feedback.

Key Responsibilities

Incident Resolution

• Own and drive the investigation and resolution of live production incidents and service requests.
• Diagnose application, infrastructure, integration and data issues across supported products.
• Execute technical recovery actions during incidents, minimising user and business impact.
• Participate in High Priority Incident response activities and support rotas where required.

Problem Management

• Identify root causes of incidents and contribute to Problem Management activities.
• Participate in post-incident reviews and lessons learned exercises.
• Help identify opportunities to reduce recurring issues and improve service stability.

Service Monitoring

• Monitor service health and proactively identify risks, trends and emerging issues.
• Maintain an understanding of product architecture, business processes and operational dependencies.
• Escalate concerns and risks where appropriate.

Documentation & Knowledge Sharing

• Create and maintain operational documentation, support procedures and runbooks.
• Ensure knowledge is accurately captured and shared across teams.
• Support the development of clear and effective support processes.

Collaboration

• Work closely with Delivery, DevOps, Service Management, operational teams and third-party suppliers to resolve incidents.
• Support effective communication during incidents and service disruptions.
• Build positive working relationships across technical and non-technical teams.

Continuous Improvement

• Support continuous improvement initiatives through automation and tooling enhancements.
• Contribute ideas to improve operational efficiency and service performance.
• Help reduce repeat failures and manual effort wherever possible.

Key Areas of Development

This role provides exposure to:

• Incident and Problem Management
• Production Support Operations
• Service Monitoring
• Technical Troubleshooting
• Operational Documentation
• Cross-Team Collaboration
• Service Improvement and Automation

This position offers an opportunity to build technical knowledge while developing strong communication, stakeholder management and problem-solving skills within a live operational environment.

Requirements

What We're Looking For

We're looking for someone who enjoys solving problems, learning new things and working collaboratively with others. This role would suit someone with a technical mindset who enjoys understanding how systems and applications work and is keen to develop their engineering skills within a live support environment.

Essential Skills

Experience with software development and coding principles.

• Ability to read, understand and troubleshoot application code.
• Java development experience preferred.
• Strong analytical and problem-solving skills.
• Ability to investigate technical issues in a structured and logical way.
• Good communication skills, both written and verbal.
• Comfortable working with a variety of stakeholders and teams.
• Strong attention to detail.

Behaviours & Attributes

• Curious and eager to learn.
• Collaborative and supportive team player.
• Proactive in identifying issues and opportunities for improvement.
• Organised and able to manage multiple priorities.
• Takes ownership and follows tasks through to completion.
• Adaptable and comfortable working in a changing environment.
• Remains calm and focused when dealing with incidents and service disruptions.
• Positive attitude and willingness to contribute to team success.

Ideal Attributes

• Enjoys investigating problems and finding solutions.
• Interested in understanding how systems, applications and processes work together.
• Motivated by delivering a reliable service and supporting users.
• Comfortable asking questions and learning from colleagues.
• Keen to contribute ideas and continuously improve ways of working.

Benefits

Why Join Us?

• Meaningful, delivery‑led work - Work on real, complex projects where your experience makes an impact from day one, with clear ownership and accountability.
• Continuous development & upskilling - Access targeted learning and development opportunities to deepen your technical, analytical, and consulting capabilities.
• Clear long‑term potential - Strong performance and business alignment may lead to permanent opportunities after 18 months, offering long‑term career stability.
• Collaborative, high‑performing culture - Join a team that values curiosity, quality, and continuous improvement, working alongside experienced professionals who care about how work gets done.

Apply Today!

If you’re ready to take the next step in your career and grow with the support of nology and a dedicated team, submit your application now. We look forward to hearing from you!