Senior Customer Support Engineer
Own and resolve complex technical customer-support issues for an AI SaaS product, using APIs, SQL, logs, and production tooling while improving escalation quality and senior-agent capability. The role requires 3+ years of technical SaaS or cloud support experience and strong customer communication.
About the job
Responsibilities
- Own complex technical support tickets end to end, from initial report through resolution, including customer communication.
- Investigate issues using product tools, APIs, SQL, logs, and production data.
- Determine whether an issue is a bug, incident, or user error, and assess its blast radius.
- Write actionable Engineering escalations and follow them through to completion.
- Identify recurring issues and create trackers before patterns grow.
- Build runbooks, saved queries, and knowledge resources to reduce escalations.
- Upskill senior support agents and improve their technical capability.
- Use AI tools in investigations and verify their outputs before customer impact.
Requirements
- 3+ years of experience in a technical support role within a SaaS or cloud-based company.
- Fluency with APIs, including authentication and interpreting HTTP errors such as 401 and 500.
- Ability to write SQL independently and understand unfamiliar database schemas and joins.
- Comfort working with logs, tracing requests across services, and troubleshooting from errors.
- Strong written communication, especially with unhappy customers.
- Experience with customer support and issue-tracking tools such as Zendesk, Intercom, Jira, and Linear.
- Adaptable, fast-moving, and hands-on startup approach.
- Production engineering experience and a computer science degree are not required.
Compensation & Benefits
- Salary: £65,000–£75,000.
- Hybrid schedule based in the London office Monday through Thursday, with Fridays from home.
- Standard office hours.
- On-site gym, private medical insurance, pension, and lunch provided every day.
Hiring Process
- CV review.
- Initial hiring-team call about experience and motivation.
- Head of Customer Support interview focused on technical thinking.
- Live technical exercise using an example application, database, API, logs, and customer tickets.
- Team interviews.
Skills
API, SQL, Http, Authentication, Production Logs, Zendesk, Intercom, Jira, Linear, Cursor, Incident Management
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