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
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.
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.
Job descriptionA 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.ResponsibilitiesBug Triage & Issue ResolutionOwn the end-to-end triage process for in...
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
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.
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.
Job descriptionWe’re looking for a Junior Account Executive to join our tight-knit team and help grow our pipeline to the next level.What we need:This is an opportunity to become a pivotal member of our experienced Commercial Team. You will contribute to the growth and embedding of Ap
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