Support engineer (UK)

About the job

Responsibilities

• Triage and resolve complex customer production issues via Salesforce, email, Slack, and Zoom.
• Guide technical end users by debugging and refining custom-built Python and no-code agents.
• Provide Tier 2 advanced support by monitoring and addressing complex production issues through alerts.
• Conduct technical investigations across the stack and escalate deeper issues to product and engineering teams.
• Gather and share platform feedback and feature requests with product and design teams to shape the product roadmap.
• Build and maintain automated diagnostic tools and scripts to scale support operations and reduce resolution times.

Requirements

• 5+ years of experience providing technical support for an enterprise B2B SaaS organization.
• Deep technical proficiency in cloud technologies (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog.
• Strong skills in RESTful API debugging, integration, and usage.
• Ability to work on-screen with customers to resolve product issues empathetically.
• Excellent written and verbal communication skills for explaining complex technical concepts.
• Experience with GenAI and LLMs is a significant bonus.
• Ownership of technical issue resolution from start to finish.

Benefits

• Generous PTO, plus company holidays
• Comprehensive medical and dental insurance (US: Medical, dental, and vision coverage for you and your family)
• Paid parental leave for all parents (16 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Competitive pension scheme and company contribution (UK)
• Annual work-life stipends for wellness and learning and development
• Company-wide off-sites and team off-sites
• Competitive compensation
• Company stock options
• 401k (US)
• Flexible spending account and dependent FSA options (US)
• Health savings account for eligible plans with company contribution (US)