Support Engineer

A Software Support Engineer focused on triaging, diagnosing, and resolving technical issues across our platform, acting as a critical bridge between customers, the commercial team, and product engineering.

Bug Triage & Issue Resolution

• →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.
• →Drive fast, high-quality resolutions to maintain product stability and customer confidence.

Customer-Facing Technical Support

• →Serve as a technical point of contact for escalated customer issues, diagnosing problems related to API integrations, webhooks, and data workflows.
• →Communicate clearly with non-technical and technical stakeholders, translating complex issues into understandable updates and next steps.

API & Webhooks Support

• →Support customers and internal teams with API and webhook integrations, helping troubleshoot connectivity issues and failures across client systems.
• →Assist with diagnosing integration problems between our platform and clients' custom front-ends, internal tooling, and data exports.

Internal Tooling & Automation

• →Contribute to internal tooling that automates repetitive support and operational tasks, improving team efficiency and reducing manual effort.
• →Support database investigation and minor remediation tasks to assist client success and engineering teams.

Observability & Monitoring

• →Use and contribute to our observability platform for log correlation and error monitoring to proactively identify and resolve issues.
• →Help surface patterns in errors or failures that inform longer-term product improvements.

On-call responsibilities

• →Contribute to the out of hours on-call rota for resolving critical priority out of hours incidents. These kinds of escalations are very rare and in general only happen in extraordinary circumstances.
• →Engineers will be provided with the requisite training and documentation as well as monetary compensation for time spent on the rota.

• 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.

• Modern Stack: TypeScript, React, Node.js, tRPC, GraphQL, MongoDB, Storybook & Chromatic, AWS CDK, GitHub Actions (CI/CD).
• Legacy Stack: PHP, JavaScript, Angular (1.x), Node.js, MongoDB.