Senior Customer Support Engineer

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.