Junior Support Engineer

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time. Mark43 is seeking a Junior Support Engineer to join our growing UK support organization, supporting mission-critical public safety systems for global customers including the Greater Manchester Police (GMP). This role is designed for a recent graduate with strong technical fundamentals who is looking to develop real-world engineering experience in a high-impact, customer-facing environment. Unlike traditional support roles, this position is engineering-focused , combining customer communication, technical troubleshooting, and hands-on software investigation. You will work directly with production systems, collaborate with senior engineers, and contribute to real fixes in the product. Key Responsibilities Serve as a first point of contact for customer support requests via: Phone Ticketing system Email Triage and manage incoming support tickets: Assess severity and priority, Reproduce reported issues Communicate clearly with customers on status and next steps Investigate and resolve technical issues, including: Frontend bugs (JavaScript / TypeScript) API and backend-related issues Data-related issues using SQL Perform hands-on technical work such as: Writing and executing SQL queries (read and write operations) Debugging application behaviour using logs and internal tools Developing small scripts or fixes (TypeScript / JavaScript) Proposing and, where appropriate, implementing fixes for simpler issues Collaborate with Engineering teams: Escalate complex issues with clear documentation Participate in root cause analysis Contribute to ongoing product improvements Participate in support operations: Assist with monitoring and incident response Support continuous improvement of internal processes and documentation Required Qualifications Bachelor’s degree in: Computer Science Software Engineering Or a related technical discipline Strong foundational knowledge of: JavaScript or TypeScript SQL and relational databases Basic web technologies (APIs, HTTP, frontend/backend concepts) Demonstrated ability to: Troubleshoot technical problems logically Learn new systems quickly Communicate clearly and professionally Preferred Qualifications Experience with: Writing SQL queries (SELECT, UPDATE, INSERT) Debugging frontend applications REST APIs and JSON data structures Git or version control systems Exposure to: Production systems or real-world software environments Scripting or automation Logging/monitoring tools Key Skills Strong problem-solving and analytical thinking Clear and professional communication (both written and verbal) Attention to detail and ability to follow through on issues Ability to balance technical work with customer interaction Willingness to take ownership and learn in a fast-paced environment What You’ll Gain Hands-on experience working with a production-scale SaaS platform Exposure to real customer issues and system behaviour Opportunity to debug, fix, and improve live software Direct collaboration with experienced engineers and support leadership A strong foundation for a future career in: Software Engineering Site Reliability Engineering (SRE) Technical Support Engineering Location & Work Model Location: Manchester Work Model: Hybrid (3 days per week in Manchester office) Additional Requirements Must meet eligibility requirements for working in the UK Must have been a resident of the UK for a minimum of five (5) consecutive years Will be subject to stringent background checks and security vetting conducted by UK law enforcement authorities Employment and system access are contingent upon successful completion of all required vetting and clearance processes Willingness to participate in a structured onboarding and training program Ability to work within a team supporting 24×7 operations (shift-based coverage as the team scales) Wha…