Genio creates beautifully simple learning tools that boost knowledge, skills, and confidence. We are a SaaS scale-up and one of the fastest-growing tech companies in the North. With over 100 team members across the UK and our HQ in Leeds, our award-winning software is used by hundreds of thousands of students at over 800 universities and colleges worldwide. We are committed to our mission to support 1 million students to become better learners by 2030.

About the Role

As a Production Support Engineer, you will bridge the gap between customer support and engineering teams. You will efficiently and proactively resolve support requests and issues. Key responsibilities include investigating and triaging incoming support requests, conducting proactive log analysis, examining patterns within the Genio monitoring stack, and collaborating with engineering squads to recommend improvements or implement bug fixes.

Meet the Team

As a Production Support Engineer, you will be part of the Engineering function, working closely with engineers focused on production support and system reliability. You will collaborate daily with Colin, a Senior Engineer specializing in production support.

You will also partner with our Customer Support team, led by David, alongside Emma and Monika, serving as a technical bridge between users and Engineering. This collaboration ensures issues are quickly understood, effectively resolved, and inform future engineering improvements.

Your manager will be one of our Engineering Line Managers: Natasha, Bruce, Charlene, or Mark, who are experienced Engineering Managers, Software Engineers, or Platform Engineers. Mala, Head of Engineering, leads the line managers.

What You'll Be Doing

• Review, triage, and reproduce escalated user issues.
• Resolve low-risk or straightforward issues.
• Collaborate with the Customer Support team (first-line support) and other business stakeholders.
• Proactively identify recurring user issues and contribute to root cause analysis.
• Investigate and resolve logging errors.
• Maintain and author knowledge base articles and troubleshooting documentation.
• Build and maintain dashboards and alerting frameworks.

About You

• Strong technical troubleshooting skills.
• Experience with observability tools like Kibana, Sentry, and Grafana.
• Scripting and programming skills (e.g., Python, Shell, PHP, Go) for automation and tooling.
• Familiarity with Agile tools such as JIRA.
• Experience with frontend languages like Typescript.
• Experience with CI/CD pipelines and deployments.
• Knowledge of observability best practices.
• A collaborative approach, with experience working across multiple teams.
• Strong communication skills, able to articulate ideas clearly while remaining open to other perspectives.
• Willingness to learn, develop new skills, and adopt a flexible, team-oriented mindset.

While not all listed skills are essential, they provide an insight into the day-to-day requirements of the role.

Salary and Benefits

£35,000 - £43,000 per annum, dependent on experience.

• 33 days annual leave (inclusive of bank holidays).
• 3 gifted days off at Christmas.
• EMI Share Options Scheme.
• Generous individual learning and training allowance.
• Truly flexible hours to suit your working style.
• Full home working setup and access to a collaborative office space.
• Free Leeds City Centre office parking.
• Nomad working policy with family travel insurance.
• Enhanced 26 weeks maternity and 4 weeks paternity (fully paid).
• 2 volunteering days per year.
• Health cash plan (covering expenses from glasses to massages).
• 6% employer pension contribution.

Location

Our beautiful office space is located in Leeds, fostering in-person collaboration. We typically operate a hybrid working model; however, some roles support remote working within the UK for candidates living over 50 miles from the office.

Working arrangements will be discussed during the interview process. For any questions prior to applying, please contact [email protected].

What to Expect Next

We will review your application and provide a response from Monday, January 5th, 2026. We value transparency and will communicate the outcome regardless of the decision.

Prior to interviews, you will receive a confirmation email detailing who you will meet, scheduling, necessary preparations, and helpful resources.

Our interview process includes:

• Screening interview with our Recruitment team (30 minutes).
• Technical test via GitHub (1 week to complete at your convenience).
• Pairing exercise (1 hour 15 minutes) with two Engineers.
• Final stage interview: 1-hour culture and values interview, plus a 30-minute CV and experience discussion with our Head of Engineering and other team members.

Interested in a Career at Genio?

Explore these resources:

• About Genio
• Working at Genio Blog
• The Genio Study Tools

Not the Right Role, but Interested in Genio?

Connect with us! Reach out to [email protected] to join our network and stay updated on future opportunities.

Our Commitment to Equality

Genio is committed to equality of opportunity for all staff. We encourage applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, trade union membership, and caring responsibilities.

Applicant Privacy Notice

Understanding how we use and handle your personal information is important. Please review our privacy notice. By submitting your application, you confirm you have read and understood this notice.