{"id":2036435,"url":"https://alion.io/job/callsign-technical-support-engineer","title":"Technical Support Engineer","company":{"id":51577,"name":"Callsign","domain":"callsign.com","url":"https://alion.io/company/callsign","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manchester, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":75000,"period":"year","method":"role_country_seniority_unknown","sample_n":55},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":true},{"name":"Jira","optional":true},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-10-07T16:11:43Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-10T00:21:31Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Our Customer Support Engineers are the first point of contact for clients needing support across Callsign's products and services. This role delivers efficient, high-quality support via phone, email and chat, using a ticketing system to manage and prioritise requests.\nWorking closely with internal 2nd and 3rd line technical teams, the Technical Support Engineer ensures timely issue resolution and clear customer communication. The role includes participation in an on-call rota and the ideal candidate will be proactive, have a strong passion for technology, teamwork and continuous learning.\nThe successful candidate will already need to hold the right to work in the UK.\nThis role will be based from our Manchester office and be part of our global Customer Support team.\nWhat you'll do:\nServe as the first point of contact for clients seeking support on our products and services.\nEngage with other teams to help prioritise and resolve issues.\nParticipate in an on-call rota to provide support outside of regular business hours. \nWork a rotating shift pattern covering between the hours of 7:00 a.m. to 11:00 p.m.\nKey Responsibilities\nHandle various communication channels including phone, email, and chat.\nUtilise a ticket/helpdesk system to manage and track support requests.\nPrioritise and manage multiple demands, coordinating activities with technical 2nd and 3rd line teams.\nRespond efficiently and communicate clearly to ensure customer satisfaction.\nSupport the incident management process and participate in the coordination, communication and resolution of incidents as required.\nRequirements\nRequired Experience\nPrevious experience in a customer help desk or 1st line support role.\nAbility to estimate and execute tasks in a timely manner.\nBe able to work with initiative and multitask effectively.\nStrong English written & verbal communication skills.\nA passion for technology, with at least 12 months of experience in a support role.\nA desire to learn and continuously improve.\nOPTIONAL/DESIRABLE\nAn interest in fraud prevention is beneficial.\nExperience with Jira (Atlassian) is a plus.\nExperience working in a software company\nITIL or Service Desk related qualifications\nIncident management\nBe someone who seeks opportunities to improve how work gets done\nBe confident taking responsibility for outcomes & mistakes\nBenefits\nPension scheme with Scottish Widows\nPrivate medical cover with Vitality\nLife assurance (4x base salary)\nPersonal Learning & Development Budget\nCycle to Work Scheme\nCompany Family Leave\n25 days annual leave plus Callsign Bank Holiday\nEmployee Volunteering Program","description_format":"text","description_chars":2606,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Annual leave","Continuous learning","Parental leave"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Fraud Detection","Identity Management"],"lifecycle":[{"event":"open","at":"2026-10-07T16:11:43Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled 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