Client Support Engineer

What we are looking for

Full-time, Permanent, Hybrid, £28,000 - £34,000

Looking for a place that supports you to define your role, build your team, and contribute to something innovative? Come and speak to us at Ware [part of the ROCK group].

As a SaaS company set to launch our platform publicly in 2024, we're looking to expand our team with a Client Support Engineer.

In this role, you'll collaborate daily with our Innovation and Customer Experience (CX) team in the lead-up to the platform launch and beyond. You’ll be actively contributing to both the foundational aspects of IT infrastructure and the customer-centric elements of our innovative platform.

So, if you're ready for a role that combines technical expertise with a customer-focused approach, Ware might be the place for you!

Key Responsibilities

On the lead-up to launch:

  • Develop and document departmental processes.
  • Create knowledgebase article, videos and tutorials for client self-service support.
  • Collaborate closely with the development team for QA testing and issue resolution.
  • Actively participate in stakeholder feedback sessions, offering insights from the frontlines.
  • Immerse yourself in the platform's functionalities to ensure top-tier support and knowledge sharing as the team expands.​​​​​​​

After the launch, your responsibilities will also include:

  • Addressing client queries and providing technical support via chat and telephone.
  • Adhering to KPIs to manage client commitments within the Service Level Agreement (SLA).
  • Proactively monitoring systems to identify and resolve platform issues.
  • Notifying clients of expected or unexpected outages or system issues.
  • Facilitating the onboarding process for new clients, ensuring seamless adoption of the platform through data importation and manual data entry.

Essential skills & experience

  • Minimum of 2-years’ experience in an IT technical, or software support role [SaaS preferred]
  • Prior experience in software support.
  • Outstanding communication skills, both verbal and written.
  • Detail-oriented, proactive, confident, and ambitious mindset.
  • Ability to quickly understand, troubleshoot, and resolve unfamiliar problems.
  • Experience drafting processes and procedural documentation.
  • Familiarity with relational databases and proficiency in writing queries.

What can we offer you?

  • Flexible working approach 
  • Clear progression path 
  • 25 days annual leave plus bank holidays
  • Enhanced Maternity, Paternity and Adoption pay
  • Paid leave for training
  • Paid charity volunteer days
  • Enhanced Sickness Scheme
  • Annual well-being allowance
  • Employee Referral Programme
  • Employee Assistance Programme
  • 50% off gym memberships + discounted spa treatments
  • Cycle to work scheme
  • Free on-site parking
  • Casual dress code
  • Death in Service

Apply now



Fancy a break? We offer 25 days holiday and bank holidays on top. 


We offer flexible working hours, and all our employees can take advantage of working from home each week, whilst certain teams are able to work from home full time.


Our employees are at the heart of everything we do. We offer a wellbeing allowance each year to be utilised on activities that promote mental and physical wellbeing, in addition to a Cycle to Work scheme.


We offer market-leading training for all of our employees; especially our sales and IT training programmes, which offer particular opportunities to develop skills and progress within the organisation.


We are unique. Our award-winning culture is employee centric, with exciting cash and bonus incentives, events and team bonding ever present.


We offer a pension with a market-leading provider; a company sick pay programme including income protection and death in service payment.


A large number of our team are involved in community initiatives, using work time to make a positive impact on our people, communities and the planet.


"ROCKstars" is our unique approach to having fun and this is a huge part of our success. We celebrate as many events and occasions as possible and this creates an electric working environment. 

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Promotion and pay is critically important to us. In 2021-2022 our salaries increased by an average of 17.77% and 78% of people were promoted within the first 12 months of starting at ROCK.

© 2024 ROCK. All rights reserved.

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