Technical Support Engineer - New York/London (Hybrid)
Level
Middle
Department
Back Office
Type
Full Time
Project
NDA
Locations:
United Kingdom
Hybrid
Job Details
Posted on:
November 13, 2026
Job ID:
7fR5cz
About the Company
Established in 2004, ALLSTARSIT was founded with a clear vision: to enhance the landscape of global IT employment by bridging the gap between companies and skilled professionals. The core belief was that assembling a team shouldn't be hindered by geographical constraints. Fast forward to the present day, ALLSTARSIT stands as an international outstaffing service provider committed to change the way businesses recruit, compensate, and oversee top talent worldwide.
With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals. Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.
With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals. Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.
About the Project
Our client is an AI work platform powering the most ambitious teams. More than 250,000 customers across departments use the platform to bring people, workflows, and AI agents together in one flexible environment where AI doesn't just assist — it executes. The company moves fast, builds things that matter, and fosters an ownership-driven culture where employees are empowered to shape how organizations work and help them outpace their competition.
Specialization
Headquarters
Years on the market
Team size and structure
Current technology stack
Required skills:
Must Have
- Service-oriented: passionate about working with customers, uncovering their needs, understanding their business workflows, and remaining patient and empathetic during sensitive interactions.
- Ability to learn a product quickly and develop genuine technical expertise. This is a baseline expectation, not a stretch goal.
- Comfortable with ambiguity and a fast-changing environment; able to adapt rather than resist.
- Strong communication skills: able to explain technical concepts clearly to non-technical audiences and vice versa.
- Prior professional experience combining technical expertise with customer-facing skills.
- Native or high-level English proficiency.
- Familiarity with (or willingness to work in) a shift-based schedule.
- Legal right to work in the country where the role is based.
- Premium or white-glove customer support experience: comfortable owning the customer relationship, not just closing tickets.
Nice to Have
- Customer Success experience. It's a plus, not a requirement; what matters most is the ability to build trust and guide conversations toward value.
Scope of work:
CX at our client is evolving. As part of the CX – TT organization, we're looking for a Technical Support Engineer who combines strong product knowledge with deep technical expertise and strategic thinking. This person resolves immediate issues while understanding how to increase business value for customers, leading to expansion and retention. You'll be the primary point of contact for customer product and technical questions and, just as importantly, the person who recognizes when a customer's needs go beyond the ticket at hand and knows how to involve supporting teams to deliver a complete solution.
- Own inbound customer interactions end-to-end: understand customer needs and resolve complex product questions, technical investigations, and product configuration issues across chat, email, and Zoom meetings.
- Diagnose root causes, not just symptoms, and use AI tools to work faster without losing accuracy or a human touch.
- Maintain a high bar for quality and follow through on every case you own.
- Run real discovery: ask questions that uncover what customers actually need, not just what they initially asked for.
- Identify when a customer's needs point to a bigger product value opportunity (process redesign, deeper technical implementation, or a strategic account motion) rather than a one-off fix.
- Present solutions from the customer's perspective: explain the reasoning, business value, and path forward, rather than simply giving a feature tour.
- Educate customers on both the solution and the product itself, helping them become more independent and confident.
- Collaborate directly with Tech Touch teams to hand off or co-own cases that require deeper technical or strategic engagement, ensuring a consistent customer experience.
- Flag patterns and opportunities identified through customer interactions to TT and CX leadership so the wider team can act on them.
- Build and share product and technical knowledge with the team; mentor newer teammates as you grow.
- Stay current on new features, especially AI capabilities, and bring that knowledge into customer conversations.
