Support engineer (UK)

📋 Description

• Own triage and resolution of complex production issues via Salesforce, Slack, Zoom
• Guide technical end users by debugging Python and no-code agents
• Provide Tier 2 support to monitor and tackle production issues via monitoring alerts
• Drive investigations across our stack; escalate deeper issues to product/engineering
• Shape product roadmap by gathering feedback and feature requests
• Build and maintain automated diagnostic tools to scale our support

🎯 Requirements

• 5+ years of technical support experience in enterprise B2B SaaS
• Proficient with AWS/GCP, Python, SDKs, SSO/SCIM, Jira
• Strong REST API debugging, integration, and usage
• Ability to work with customers empathetically and clearly
• Excellent written and verbal communication of complex concepts
• GenAI/LLMs experience is a bonus; ability to own end-to-end resolution

🎁 Benefits

• Generous PTO and company holidays
• Medical, dental, and vision insurance
• Paid parental leave (16 weeks)
• Fertility and family planning support
• Early-detection cancer testing via Galleri
• Wellness and learning/development stipends