Product Support Engineer

Product Support Engineer,

Gateshead - £35,000 

Vertu Motors is one of the UK’s largest automotive retailers, and technology sits behind almost everything we do. A growing number of the systems our colleagues rely on every day are built in-house — and we’re building a brand-new Product Support Team to look after them properly.

This is your chance to be one of the first into that team. As a Product Support Engineer you’ll be the specialist our IT Helpdesk turns to when a problem needs real product knowledge: investigating, resolving, and making sure issues don’t sit unowned. You’ll report to our Product Service Delivery Manager and work across products used daily by thousands of colleagues, from Vertu Central and Showroom to VMax, vPay, Aftersales Dashboard and Vertu Insights.

Here’s the important part: you don’t need a development background. If you understand how a business actually works — its processes, its systems and its people — you already have the most valuable part of what this role needs. The rest, we’ll teach you.

What you’ll be doing

• Picking up incidents and requests escalated from our IT Helpdesk and owning them through to resolution.
• Investigating problems properly — working out what’s happened, who’s affected and what the business impact is.
• Working with colleagues across the Group to understand and define problems, often from a vague starting point, quickly and patiently.
• Escalating to our software engineers with a clear, evidenced diagnosis when a code fix is needed.
• Spotting the issues that keep coming back, and feeding them into how we prioritise product improvements.
• Writing clear documentation, FAQs and support guides — we make good use of AI tools to help.
• Testing changes carefully and methodically, so nothing reaches live before it’s ready.
• Helping bring new products into live support, making sure they’re genuinely ready to be supported.

What we’re looking for

The single biggest predictor of success here isn’t a technical skill — it’s business, operational and process awareness. If that sounds like you, we’d love to hear from you.

• Strong business, operational or process awareness — understanding how things hang together.
• Excellent attention to detail — small changes to permissions or configuration can have wide knock-on effects.
• Patience, tact and clear communication, spoken and written.
• A calm, resilient temperament — a genuine thick skin — in a fast-moving environment.
• A methodical, careful and quality-focused approach.

Nice to have (but not essential)

• Help desk or service desk experience.
• Any exposure to ITIL or service management tooling.
• Some technical, development or software support background — no formal qualifications required.
• Familiarity with AI tools.
• Customer-facing experience in any setting — retail, hospitality or similar.

This is a fast-moving, high-volume and at times high-pressure role. There’s a steady flow of work, and you’ll need to think quickly, prioritise well and stay composed. It won’t always be an easy ride — but it’s one of the best places in the business to learn how a large, varied technology estate really works, with real scope to grow your skills and your career.

•  A brand-new team, with the chance to shape how it works from day one.
• Full training and mentoring during onboarding — we’ll invest in you.
• Hybrid working once you’re up and running, based from Vertu House in Gateshead.
• Genuine career progression within one of the UK’s largest automotive retail groups.

This role does not meet the skill level requirements for Skilled Worker visa sponsorship under current UK immigration rules. As such, we are unable to consider applications requiring sponsorship, and successful candidates must already have the unrestricted right to work in the UK.

If your application is successful, we will need to complete employment checks prior to you starting with us. Your role will include us verifying your recent employment, credit history and a criminal record check.