Support Engineer

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.

Technology stack

• Modern Stack: TypeScript React tRPC GraphQL MongoDB Storybook & Chromatic AWS CDK GitHub Actions (CI/CD).
• Legacy Stack: PHP JavaScript Angular (1.x) MongoDB.