Support engineer (UK)

📋 Description

• Own the triage and resolution of complex customer production issues through Salesforce, email
• Guide technical end users directly by debugging and refining custom-built Python and no-code agents
• Serve as Tier 2 advanced support to monitor and tackle complex production issues through monitoring
• Drive technical investigations and escalate technical issues to product and engineering teams
• Shape product roadmap by gathering and sharing platform feedback and feature requests
• Build and maintain automated diagnostic tools and scripts to scale support operations

🎯 Requirements

• 5+ years of experience providing technical support for an enterprise B2B SaaS organization
• Deep technical proficiency with cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and
• Strong skills in RESTful API debugging, integration, and usage
• Comfortable working on-screen with customers and communicating empathetically
• Excellent written and communication skills
• Experience with GenAI and LLMs is a huge bonus

🎁 Benefits

• Generous PTO plus company holidays
• Comprehensive medical and dental insurance (UK) or medical, dental, and vision coverage (US)
• 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) or 401k (US)