Support Engineer
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Job Description
Software Support Engineer triaging, diagnosing, and resolving technical issues for customers. Acting as a bridge between customers, the commercial team, and product engineering.
Responsibilities:
- Own the end-to-end triage process for incoming bugs and technical issues, prioritising by severity and customer impact.
- Investigate, reproduce, and document issues clearly, escalating to product engineering with detailed context where required.
- Serve as a technical point of contact for escalated customer issues, diagnosing problems related to API integrations, webhooks, and data workflows.
- Support customers and internal teams with API and webhook integrations, helping troubleshoot connectivity issues and failures across client systems.
- Contribute to internal tooling that automates repetitive support and operational tasks, improving team efficiency and reducing manual effort.
- Use and contribute to our observability platform for log correlation and error monitoring to proactively identify and resolve issues.
- Contribute to the out of hours on-call rota for resolving critical priority out of hours incidents.
Requirements:
- A growth mindset and a genuine desire to develop deep knowledge of our platform.
- Strong problem-solving and diagnostic skills — you enjoy getting to the root of an issue.
- Experience in a technical support, triage, or junior engineering role.
- Comfortable working with APIs, logs, and basic database queries to investigate issues.
- A customer-focused approach with excellent communication skills across technical and non-technical audiences.
- Eagerness to collaborate across engineering and commercial teams.
- Experience with or exposure to alerting and observability tooling is a plus.
Benefits:
- On-call responsibilities that are compensated
- Training and documentation provided for on-call escalation
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