Support engineer (UK)

📋 Description

• Triage and resolve complex customer production issues via Salesforce, email, Slack, Zoom.
• Guide end users by debugging/refining Python and no-code agents.
• Provide Tier 2 support to monitor and tackle complex production issues via alerts.
• Drive stack-wide technical investigations and escalate issues to product/engineering.
• Gather and share platform feedback with product/design to shape roadmap.
• Build and maintain automated tools to scale support and reduce resolution times.

🎯 Requirements

• 5+ years' experience providing tech support for enterprise B2B SaaS.
• Deep technical proficiency in AWS/GCP, Python, SDKs, SSO/SCIM, Jira, Grafana, Datadog.
• Strong RESTful API debugging/integration skills to troubleshoot complex environments.
• Empathetic, on-screen customer engagement to resolve product issues.
• Clear written/verbal communication of complex technical concepts.
• Experience with GenAI/LLMs a bonus; own resolution of issues end-to-end.

🎁 Benefits

• Generous PTO, plus company holidays
• Comprehensive medical and dental insurance
• Paid parental leave for all parents (16 weeks)
• Fertility and family planning support
• Early-detection cancer testing via Galleri
• Competitive pension scheme and company contribution