Provide technical support for a SaaS delivery management platform through phone, email, and live chat. Diagnose and resolve bugs, API issues, and integration queries; replicate defects and escalate them to Engineering; maintain troubleshooting and self-service documentation; and develop AI-assisted workflows. The role also identifies recurring UX issues, supports product roadmap improvements, and operates within established SLAs to improve customer satisfaction.
eCommerce is moving faster than ever - and so are we. At Scurri, we connect online retailers with global carriers, power seamless delivery experiences and make it easier for well known brands to ship goods to their customers.
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.
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
The successful applicant will be responsible for the following:
- 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
It is anticipated that applicants can demonstrate the following skills, traits and attributes:
- 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 feel it’s critical that we hire highly motivated and talented people, make sure they are looked after and to give them the tools and the freedom to get things done. We provide an open and positive work environment while ensuring our employees have the work/life balance they need.
We encourage employees to grow and develop throughout their career. Additionally, we like to have fun as well.
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.
About
Scurri is a next generation delivery management software that was created to put retailers back in control of the most fundamental pillars of their eCommerce business. We give our clients full control of their costs, operations and customer experience with our easy-to-use and fully customisable Delivery Management Platform. Our product helps get purchases over the line at the checkout, allows retailers to select the most effective delivery option for each package, create accurate labels, track packages more accurately, and provide an analytics suite that delivers tangible insights.We can also turn the post purchase experience into an additional marketing opportunity for retailers through own branded tracking communications with Scurri Track Plus. Founded in 2010, we've grown to process over 100 million orders per annum and we've no intention of stopping there. Our workforce spans Ireland, the UK and Europe supporting an international customer base of well known retailers.Our team are a curious and resourceful bunch spread across operations, product, IT, finance, customer success, sales and marketing. We collectively share an aspiration to deliver a world class product and service, and to be there for one another and our customers whenever we're needed.We take our culture seriously and endeavour to reflect our values of Family, Fun, Success, Lean, Customer and Innovation in every aspect of life in Scurri.
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