Technical Support Engineer
Department: Operations
Employment Type: Permanent - Full Time
Workplace Type: Hybrid
Location: Wexford
Reporting To: Operations Manager
Description
We have an exceptional opportunity for a Tech Support Engineer to join our highly motivated Operations Team. This is a full time role based in our Wexford Town offices reporting to the Operations Manager.
Our customers contact us across phone, email, and live chat, and we take pride in supporting their success and growth You’ll be right at the heart of our business, providing trusted, timely, and rock-solid technical responses to leading retail brands across Ireland, the UK, Europe and beyond.
What You'll Be Doing
- Efficiently diagnosing, prioritising, troubleshooting, and resolving system bugs, API issues, and integration queries within established SLAs.
- Delivering empathetic, timely, and jargon-free guidance across all support channels to drive high CSAT and NPS scores.
- Replicating complex software defects, drafting detailed steps for Engineering escalation, and tracking resolution statuses for clients.
- Authoring and updating internal troubleshooting guides and public self-service documentation as our platform evolves.
- Championing productivity by integrating AI tools and building AI-assisted workflows to streamline support, communications, and reporting.
- Identifying recurring UX bottlenecks to help shape our Product roadmap.
What You'll Bring To The Team
- 5+ years in a technical support role within a web-based product, SaaS, or tech-enabled service business.
- A technical qualification in IT, Computer Science, Software Engineering, or a related field.
- A relentless drive to master AI tools, prompt engineering, and automated agent workflows to eliminate manual friction.
- Working knowledge of APIs, JSON, and XML.
- Sharp analytical skills backed by an understanding of Lean methodology.
- Outstanding listening, written, and verbal communication skills.
- Full legal right to work in Ireland/EU and the UK, a full clean driver’s license, ESTA eligibility for international travel, and the willingness to support peak business hours (occasional early mornings, evenings, or weekends) when needed.
Why Scurri?
We encourage employees to grow and develop throughout their career. Additionally, we like to have fun as well.
- Based in our Wexford Town offices (there's breakfasts / snacks / coffees / an on site gym)
- Company pension - Matched employer contribution pension after probation
- Company Health Scheme from day one
- 22 days annual leave - with additional days added at year 1, 3 and 5 rising to 25 days
- Death in Service cover
- Employee Assistance Program
- Annual company day, regular all-company socials
- Paid volunteer time
- 9.00 - 5.30pm ( working practice of 4pm finish on Fridays)
Direct Applications Only: Scurri does not accept unsolicited resumes or speculative applications from recruitment agencies or employment services. Any candidates submitted by agencies without a signed agreement will be treated as direct applications, and no fees will be paid. Candidates are invited to apply directly via our careers page.
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Scurri is customisable next generation delivery management software that was created to put you back in control of the most fundamental pillars of your eCommerce business. Scurri puts eCommerce retailers back in control of: - Your Costs - Your Operations - Your Offer - Your Issues - Your Growth - Your Experience Scurri is about ‘connecting commerce’ adding value at multiple stages along the eCommerce journey: from helping get the purchase over the line at the checkout, to selecting the most effective delivery option for each package, creating accurate labels, tracking the packages, and running analytics to deliver insight so we are continually helping improve the entire process for our clients. Through fully configurable automation, Scurri allows you to tailor carrier selection in a more sophisticated way, enhancing your offer while keeping costs tightly controlled. By automating carrier and even service selection processes using tightly defined, directly controlled and uniquely configurable rules, Scurri dramatically expands the delivery offering that you can manageably bring to market, making your life easier while creating a competitive advantage. With Scurri, you can do things you never thought possible. Previously unviable service offers become simple and automated with our fully configurable and uniquely sophisticated no-code rules engine. You can directly create new, customised checkout options and add premium services simply and swiftly, whatever your scale, enhancing customer experience, removing barriers to sale and improving margins. By allowing you to offer more to customers and deliver it more easily, with fewer issues, Scurri dramatically enhances your customer experience in a frictionless way. By supporting our uniquely configurable rules engine with easy implementation and category-leading customer service, Scurri has a dramatic impact on your experience of delivery management too. Website: scurri.com/control
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