Technical Support Engineer

About the role

InPost is one of Europe’s fastest‑growing parcel delivery networks, and our Automated Parcel Machines (APMs) are the heart of what we do. As a Technical Support Engineer you will keep that network running, diagnosing and resolving software, hardware, and peripheral issues to ensure APMs operate without interruption 24/7.

What you’ll be doing

• Proficiently troubleshoot, resolve, and, when necessary, escalated tickets based on priority to meet Service Level Agreements (SLAs).
• Provide remote technical guidance and assistance to field service engineers via phone and email, ensuring swift resolution and minimal disruption to the APM network.
• Analyse APM logs to identify underlying issues and emerging trends, enabling proactive problem‑solving using tools such as Grafana, Zabbix, and Kibana.
• Write, edit, and create SQL scripts to extract data and build automated reporting solutions.
• Support the Service Desk team by addressing complex technical queries that require in‑depth analysis and resolution.
• Create, develop, and maintain comprehensive APM documentation, ensuring accuracy and accessibility for all stakeholders.
• Conduct training sessions on APM operations for internal and external stakeholders, sharing expertise and best practice.
• Stay ahead of upcoming software and hardware changes by performing testing in our dedicated test environment alongside the field team.
• Collaborate with Research & Development teams across the UK and Poland to drive improved system solutions.

What we need from you

• A recent graduate with a relevant degree and/or experience in a technical support environment.
• Knowledge of database models, SQL and a general interest in technology.
• A genuine passion for electrical and mechanical engineering and how systems work.
• A dynamic, solutions‑focused mindset with the ability to tackle complex challenges creatively.
• Excellent communication skills, confident building relationships across cultures and with teams in multiple locations.
• Outstanding verbal and written communication, ensuring clear and impactful interactions with colleagues and stakeholders.
• Strong customer service and interpersonal skills, with the ability to support end‑users in a professional and empathetic manner.
• Proficiency in Microsoft Excel, Word, and PowerPoint for data analysis, documentation, and presentations.

Location

This role is based at our Hemel Hempstead office, with a minimum of 3 days per week on‑site.

Benefits

• Enhanced Annual Leave – 26 days plus the option to buy additional days per year.
• Vitality Health Care coverage.
• Work from Anywhere – up to 4 weeks per year remotely.
• Enhanced Parental Leave.
• Rail Loan to support commuting expenses.
• Paid Volunteering Days – one day per year to make a difference in your community.
• Hybrid Working – 3 days per week in the office.

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