Customer Service Engineer

Job description

Overview This range is provided by Addition+. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range Direct message the job poster from Addition+Role Lead Talent Consultant at Addition SolutionsCustomer & Retailer Care EngineerJoin a business at the forefront of technology and transformation, where your work will help shape the future of customer and retailer experiences. This is a chance to be part of a large-scale journey that directly impacts millions while supporting good causes across the UK.

What You'll Be Doing

Provide second-line technical support across customer and retailer care platforms, ensuring reliability and quick resolution of issues.

Work with internal teams and external partners to enhance applications including AWS Connect, ServiceNow and OpenText.

Contribute to the development and testing of new features, supporting smooth deployment into production.

Monitor KPIs, analyse trends, and take proactive steps to improve system performance.

Ensure compliance with data protection, privacy regulations, and security standards.

Collaborate with product owners to influence roadmaps and future developments.

Support service delivery by managing incidents and problems to minimise business impact.

Main Skills Needed

Experience in AWS and Azure environments.

Strong knowledge of telephony and call centre technologies, ideally Amazon Connect.

Hands-on experience with ServiceNow CSM and OpenText.

DBA-level SQL skills across SQLServer, Postgres and MySQL.

Familiarity with GDPR and data protection in relation to personal data.

ITIL v3 background in incident and problem management.

Technical grounding in software development and web technologies.

Excellent problem-solving, communication and stakeholder management skills.

What's in It for You

Work on a high-profile transformation project with a meaningful social impact.

Be part of a business that values inclusivity, collaboration and innovation.

Opportunities for ongoing learning, growth, and exposure to cutting-edge technologies.

A supportive culture that recognises integrity, initiative and teamwork.

Think it could be a fit? We'd love to hear from you.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

By applying you are confirming you are happy to be added to the Addition Solutions mailing list regarding future suitable positions. You can opt out of this at any time simply by contacting one of our consultants.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service and Information Technology

Industries

Technology, Information and Media

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Extra information

Status

Open

Education Level

Secondary School

Location

Watford

Type of Contract

Full-time jobs

Published at

01-04-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English