Job description |
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. |
Responsibilities |
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Bug Triage & Issue Resolution
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- 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.
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Customer-Facing Technical Support
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- 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.
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API & Webhooks Support
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- 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.
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Internal Tooling & Automation
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- 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.
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Observability & Monitoring
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- 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.
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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.
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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.
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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.
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