Senior Technical Support Engineer
You must be able to work from the United Kingdom — the posting restricts this role to applicants there.
We're looking for a Senior Technical Support Engineer to become a technical extension of our Engineering team.
This is not a traditional customer support role.
You'll investigate complex API and infrastructure issues, help engineers reproduce difficult bugs, improve developer experience, build automation, and continuously raise the quality and efficiency of our technical support function.
We have a strong preference for engineers who naturally integrate AI into their daily workflow—not simply as a writing assistant, but as a practical engineering tool for investigation, automation, documentation, analysis, and operational improvement.
Beyond solving customer issues, you'll help build a modern, AI-native support function that scales alongside the company.
What this person will do
Deep technical investigation
- Investigate complex platform, infrastructure, and API issues using logs, metrics, traces, dashboards, and debugging tools.
- Troubleshoot REST APIs, HTTP requests, authentication, JSON payloads, SDKs, webhooks, and distributed systems.
- Reproduce difficult production issues and work closely with Engineering to identify root causes and validate fixes.
- Support customers during complex technical investigations, escalations, and production incidents.
Improve developer experience
- Identify recurring issues and proactively improve tooling, monitoring, documentation, and customer self-service.
- Create and continuously improve troubleshooting guides, internal playbooks, developer documentation, and knowledge base content.
- Help identify opportunities to simplify developer workflows and reduce customer friction.
Build scalable support operations
- Design and improve internal tooling, automations, and operational workflows.
- Drive adoption of AI-assisted workflows that improve investigation speed, documentation quality, operational efficiency, and overall developer support.
- Continuously improve support processes in close partnership with Engineering as the company scales.
This role requires you to be in the United Kingdom. If that means relocating or flying in, it is worth checking fares before you commit to a start date.
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