Support Engineer

1 month ago

Edinburgh, United KingdomMid Level

Responsibilities

Own technical support requests from first response through confirmed resolution.
Diagnose issues by gathering context, reproducing behavior, inspecting logs and data, and tracing problems through the product and codebase.
Resolve configuration and usage problems and collaborate with Engineering when product or infrastructure changes are needed.
Propose and submit well-tested code fixes where appropriate through engineering review and deployment processes.
Communicate clearly with customers, manage escalations, and retain ownership of cases.
Document investigations and provide clear handovers to colleagues in other regions.
Recognize high-impact incidents, follow escalation processes, and contribute to incident reviews.
Create troubleshooting guides, known-issue documentation, and help-center content.
Identify recurring support patterns and recommend improvements to the product, documentation, tooling, and customer experience.
Help develop service levels, escalation paths, reporting, and technical-support processes.

Experience in technical support, product support, software engineering, solutions engineering, or another customer-facing technical role.
Strong diagnostic ability and a methodical approach to identifying root causes.
Working understanding of modern web applications, APIs, authentication, integrations, and common browser or network issues.
Experience using application logs, monitoring tools, browser developer tools, and database queries for diagnosis.
Enough software familiarity to navigate a codebase, follow application logic, and investigate reported behavior.
Clear customer communication, sound prioritization, strong ownership, and careful documentation practices.
Interest in AI systems and comfort investigating potentially nondeterministic behavior.
No legal background is required, but candidates should be motivated to learn how in-house legal teams work.
Desirable qualifications include production software debugging, automated testing and code-fix submission, support for AI-enabled or data-intensive applications, and familiarity with incident-management and observability tools.

In-person work in the Edinburgh office as the default arrangement.
Global follow-the-sun customer support with normal regional hours and clear handovers; exceptional on-call or out-of-hours arrangements would be separately agreed.
Opportunity to shape support tooling and operating processes and develop toward senior support engineering, support leadership, solutions engineering, or product engineering.

1-10 employees