Developer Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of the complete lifecycle of issues: assess, diagnose, resolve, and prevent significant problems across the product. Approximately half of your time will be reactive (managing the escalation queue), while the other half will be proactive (preventing the next ticket from being raised).

• Develop internal tools that empower other teams, particularly our Technical Success team (part of R&D, designed to address technical complexities on behalf of all customer-facing teams). The objective: they receive what they need without needing to wait for engineering. This includes bulk operations, configuration changes, diagnostics, and the automation of tedious manual tasks.

• Establish a top-tier feedback system back to the product teams. You will proactively and transparently communicate what you observe (product pain points, recurring issues, and actual user reports) to the roadmap teams and Product Managers, ensuring that the information is effectively integrated and recurring problems are resolved.

• Enhance the application's speed and performance significantly: through instrumentation, logging, monitoring, and hands-on performance optimization. (This is especially critical as we expand our infrastructure capabilities.)

• Address the backlog: focus on resolving root causes rather than symptoms, and eliminate repetitive issues to ensure that net throughput continues to improve over cycles.

• Leverage AI to accelerate and enhance all of the above: integrating AI into the triage and feedback process, automating tedious tasks, and uncovering insights from eight years of code and documentation.

• Participate in a light weekday escalation rotation, and independently deploy to production within your first year.

• The scope of this team is rapidly expanding: as the tooling becomes easier to develop, our capacity for taking on new challenges keeps growing. There is ample opportunity here for someone who is eager to seize it.

⛳️ Requirements

• Over 3 years of experience building production web applications across the full stack, with hands-on expertise in Ruby on Rails and React using TypeScript.

• You have managed production issues from start to finish (identifying, resolving, and preventing recurrence), preferably in roles related to developer support, reliability, internal tooling, or enablement.

• You are AI-savvy by instinct. You naturally turn to tools like Claude Code (or similar) not just for coding, but also for exploring concepts, understanding unfamiliar codebases, and integrating AI into nearly every aspect of your work.

• High levels of agency and ownership: you possess first-principles thinking, remarkable resourcefulness, and a strong bias for action.

• An outstanding communicator who proactively keeps others informed: sharing progress updates, discoveries, and any challenges you face. People seldom need to pursue you for information.

• Eager for growth: you don’t require a structured progression path; you demonstrate your advancement by tackling difficult problems, alleviating your manager's workload, and learning rapidly.

• Driven by enhancing team effectiveness, rather than solely by delivering your own features.

• Experience in a startup or scale-up B2B SaaS environment, ideally at a similar stage and size.

🏝️ Benefits

• Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family.

• Unlimited holidays – Take the time you need to rest and recharge.

• Mental health support – Unlimited, immediate access to professional counseling via Spill.

• Retirement contributions – 401k or pension contributions based on your location.

• Remote-first – Work where you’re most productive, with flexibility and trust as the norm.

• Equity with real upside – Share in the long-term value you help create.

• Fully paid parental leave – Up to 16 weeks of paid leave for new parents.

• Learning budget – Annual funds for courses, books, or anything that supports your growth.