Junior Support Engineer

Responsibilities

• Serve as a first point of contact for customer support requests via phone, ticketing system, and email.
• Triage incoming support tickets by assessing severity and priority and reproducing reported issues.
• Communicate clearly with customers about status and next steps.
• Investigate and resolve technical issues involving frontend bugs, APIs, backend systems, and data.
• Write and execute SQL queries, including read and write operations.
• Debug application behavior using logs and internal tools.
• Develop small scripts or fixes using TypeScript or JavaScript.
• Propose and, where appropriate, implement fixes for simpler issues.
• Escalate complex issues to Engineering with clear documentation.
• Participate in root cause analysis and contribute to product improvements.
• Assist with monitoring and incident response.
• Support continuous improvement of internal processes and documentation.
• Participate in a structured onboarding and training program.
• Support 24×7 operations through shift-based coverage as the team scales.

Requirements

• Bachelor's degree in Computer Science, Software Engineering, or a related technical discipline.
• Strong foundational knowledge of JavaScript or TypeScript.
• Knowledge of SQL and relational databases.
• Understanding of basic web technologies, including APIs, HTTP, and frontend/backend concepts.
• Ability to troubleshoot technical problems logically.
• Ability to learn new systems quickly.
• Clear and professional written and verbal communication.
• Strong problem-solving and analytical thinking.
• Attention to detail and ability to follow through on issues.
• Ability to balance technical work with customer interaction.
• Willingness to take ownership and learn in a fast-paced environment.
• Eligibility to work in the UK and at least five consecutive years of UK residency.
• Ability to complete stringent background checks and security vetting conducted by UK law enforcement authorities.

Preferred Qualifications

• Experience writing SQL queries, including SELECT, UPDATE, and INSERT.
• Experience debugging frontend applications.
• Experience with REST APIs and JSON data structures.
• Experience with Git or other version control systems.
• Exposure to production systems or real-world software environments.
• Experience with scripting or automation.
• Familiarity with logging and monitoring tools.

Compensation and Benefits

• 28 days of holiday plus UK bank holidays.
• Private medical, dental, and vision insurance through AXA Health and BUPA for employees and dependents.
• 18 weeks of paid parental leave for primary caregivers plus a ramp-back program.
• Income protection covering 75% of salary and death-in-service cover of 4× salary.
• Pension through Nest with a 3% employer contribution.
• Gym reimbursement for employees and partners.
• Equipment allowance for a home office.
• Claude Code Enterprise and ChatGPT Enterprise licenses.
• Spring Health membership with covered therapy sessions and mental wellness tools.
• Company performance-based bonus.
• One-month paid sabbatical after five years.
• Biannual hackathons and a learning budget.