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 our
• Drive technical investigations across our stack and escalate deeper technical issues to product and
• Shape our product roadmap by gathering and sharing platform feedback and feature requests with
• Build and maintain automated diagnostic tools and scripts to scale our support operations and

🎯 Requirements

• 5+ years of experience providing technical support for an enterprise B2B SaaS organization
• Deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana
• Strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer
• Enjoy working on-screen with customers to overcome product issues and connect with them
• Communicate complex technical concepts clearly through excellent writing and communication skills
• Experience with GenAI and LLMs (a huge bonus) and own the resolution of every technical issue from

🎁 Benefits

• Generous PTO, plus company holidays
• Comprehensive medical and dental insurance
• Paid parental leave for all parents (16 weeks)
• Fertility and family planning support
• Competitive pension scheme and company contribution
• Annual work-life stipends for wellness and learning/development