Support and Maintenance Engineer/ 1 week ago
Quick Summary
Support and Maintenance Engineer
FlatPlan is a leading provider of Apple News technology and strategy, partnering with over 230 consumer publishers such as The Atlantic, The Athletic, Vox Media, and the Premier League. As a preferred Apple provider, FlatPlan empowers major publishers to connect with hundreds of millions of readers via Apple News and other platforms. We are a profitable, growing, and efficiently scaling team, focused on impactful work.
What You’ll Own
Join us as a founding member of our dedicated Support Engineering team. This technical role goes beyond helpdesk functions; you will manage technical issues from initial triage through to complete resolution, spanning the full stack.
- Technical Ownership: Prioritize issues (P0–P3), investigate scraping failures, API submission errors, and infrastructure bottlenecks.
- Resolution: Implement and verify fixes with QA, ensuring permanent solutions.
- Systemic Improvement: Enhance observability, reduce technical debt, and document common issues to prevent recurrence.
- Strategy: Develop AI-assisted triage workflows and define operational playbooks for this new function.
How We Use AI
A key aspect of this role involves developing an AI-driven support function. Your responsibilities will include:
- Building workflows to grade incoming tickets, collect logs, and propose technical causes.
- Developing internal tools capable of generating Pull Requests for simple issues.
- Reviewing AI-generated code and enhancing safeguards for automated systems.
Note: While expertise in agentic engineering is not required, you must demonstrate practical experience using AI to enhance technical work. We currently leverage Claude and Claude Code.
What Good Looks Like (Candidates)
We value your problem-ownership capabilities over specific job titles.
- Technical Baseline: Commercial experience with JavaScript and Node.js, with the ability to work across front-end and backend systems.
- Skillset: Confident in investigating live production issues, possessing strong debugging skills, and proficient with APIs, logs, and cloud infrastructure (including AWS, Heroku, DigitalOcean).
- Traits: Demonstrates high ownership, clear written communication, and sound judgment regarding technical risk and customer impact.
- Nice to Have: Experience with TypeScript, PHP/WordPress, and building monitoring tools or internal automation.
Within 3 Months:
- Independently manage and resolve P2 and P3 support tickets.
- Contribute to P1 issue investigations with the team.
- Deliver stable fixes, minimizing ticket re-openings.
- Begin identifying recurring issue patterns to proactively reduce support volume.
Within 6 Months:
- The Support function effectively shields Product/Projects teams from disruptions.
- You have scoped or implemented enhanced observability solutions.
- At least one automated support workflow is operational.
- Systematically address recurring issues, proactively identifying infrastructure and security risks.
The Team
You will join a new Support Engineering team, collaborating with an experienced engineer (formerly from Stripe/Apple) who will guide your onboarding and platform knowledge. Your daily collaborators will include our Engineering Manager (Andrew), Support Lead (Michael), and our QA and customer-facing teams.
How We Work
We operate as a fully remote company, prioritizing collaboration. We conduct weekly engineering syncs, informal open office hours, and "donut" chats. Quarterly in-person meetings are held in the UK, and half a day each week is dedicated to personal learning or experimental projects.
On-Call Support
Participation in the engineering on-call rota is required, covering serious, out-of-hours P0 incidents on a rotating basis. A separate compensation package is provided for on-call duties.
Interview Process
- Introductory Conversation with our Talent Partner (Matt) - 30 mins
- Technical Interview: In-depth discussion with our Engineering Manager + Lead Developer - 60 mins
- Team & Culture: Video call with our CEO (Kieran) - 60 mins
- Paid Half-Day: A collaborative, paid working session on a realistic FlatPlan problem.
Benefits and Package
- Market-competitive salary; full details provided during initial interviews.
- Fully remote work within the UK.
- 34 days total holiday (including bank holidays).
- NEST pension contribution.
- Macbook Pro & Home-Office budget, plus a dedicated Learning & Development budget.
- Separately compensated on-call rota.
FlatPlan is an equal opportunities employer and actively encourages applications from underrepresented backgrounds.