Full Time
Quick Summary
Based remotely in the United Kingdom, this role focuses on triaging and resolving technical issues while acting as a bridge between customers and product engineering. Requirements include experience in technical support or junior engineering with the ability to troubleshoot APIs, webhooks, and data workflows. The tech stack spans modern TypeScript, React, and Node.js environments alongside legacy PHP and Angular systems, and includes participation in a compensated on-call rotation.
We are seeking a Software Support Engineer to triage, diagnose, and resolve technical issues across our platform. This role acts as a critical bridge between customers, the commercial team, and product engineering.
Responsibilities:
Bug Triage & Issue Resolution
- Own the end-to-end triage process for incoming bugs and technical issues, prioritizing 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 incidents. These escalations are rare and generally occur only in extraordinary circumstances.
- Engineers will receive requisite training, documentation, and monetary compensation for time spent on the rota.
Requirements:
- A growth mindset and a genuine desire to develop deep knowledge of our platform.
- Strong problem-solving and diagnostic skills; enjoyment in 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.
Technology Stack:
- 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.