Technical Support Engineer II, Triage & Discovery

📋 Description

• Serve as first technical contact for incoming support requests.
• Lead discovery calls to clarify issues and triage.
• Gather logs, screenshots, timestamps, and config details.
• Write clear internal notes and handoffs for engineers.
• Directly resolve straightforward product questions and tasks.
• Diagnose issues in dashboards, APIs, and integrations; escalate when needed.

🎯 Requirements

• 1–3 years in technical support or customer-facing tech role.
• Comfort with APIs, logs, and authentication; readable JavaScript.
• Excellent communication to lead troubleshooting conversations.
• Solid judgment on when to dig vs hand off.
• Organized in a reactive environment; notes useful to others.
• Hands-on, creative problem solver; lead clients to success.

🎁 Benefits

• Unlimited holiday and flexible work policy.
• Pension with employee contribution.
• Home office stipend for new employees.
• Annual £900 learning & development stipend.
• Equity plan.
• Private health and dental care.