Senior Technical Support Engineer

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

📋 Description

• Analyze intricate platform, infrastructure, and API challenges by utilizing logs, metrics, traces, dashboards, and debugging tools.

• Resolve issues related to REST APIs, HTTP requests, authentication, JSON payloads, SDKs, webhooks, and distributed systems.

• Replicate challenging production problems and collaborate with Engineering to ascertain root causes and confirm solutions.

• Assist customers during complex technical investigations, escalations, and production-related incidents.

• Recognize recurring issues and enhance tools, monitoring, documentation, and customer self-service options.

• Develop and refine troubleshooting guides, internal playbooks, developer documentation, and content for the knowledge base.

• Discover opportunities to streamline developer workflows and alleviate customer challenges.

• Design and enhance internal tools, automation processes, and operational workflows.

• Promote the use of AI-assisted workflows to accelerate investigation speed, improve documentation quality, operational efficiency, and developer support.

• Enhance support processes in collaboration with Engineering as the organization expands.

⛳️ Requirements

• Over 5 years of experience in Technical Support Engineering, Developer Support, Solutions Engineering, SRE, or another highly technical, customer-facing engineering role.

• Proficient troubleshooting and debugging capabilities across REST APIs, HTTP, authentication, JSON, SDKs, webhooks, and distributed systems.

• Experience in investigating production issues utilizing logs, metrics, traces, dashboards, and contemporary observability platforms.

• Comfortable interpreting application code and comprehending backend systems such as Python, Go, Node.js, Java, PHP, or similar languages.

• Strong analytical mindset and a methodical engineering approach to debugging intricate systems.

• Practical, active use of AI-assisted tools for troubleshooting, documentation, analysis, investigation, and enhancing engineering productivity.

• Experience in building automations, scripts, integrations, or AI-enabled workflows aimed at minimizing manual tasks and boosting operational efficiency.

• Proven habit of enhancing personal and team productivity through automation, AI, and process optimization.

• Eagerness to assess emerging AI tools and integrate those that deliver measurable benefits.

• Exceptional written and verbal communication skills when interacting with developers and technical stakeholders.

• High sense of ownership and a history of improving technical processes.

• Adaptable in navigating ambiguous and continuously changing environments.

• Experience in supporting AI/ML platforms, developer tools, APIs, cloud infrastructure, or technically complex B2B SaaS products.

• Experience providing support for infrastructure products targeting software engineers.

• Background in developing or scaling technical support functions, operational processes, or internal tools.

• Proven experience collaborating closely with Platform, Infrastructure, or Product Engineering teams.

• Familiarity with observability platforms such as Datadog, Grafana, OpenTelemetry, or similar tools.

• Comfortable discussing trade-offs related to performance, reliability, scalability, and developer experience.

• Experience in designing or implementing AI agents, LLM-powered workflows, internal AI tools, or support automation systems.

• Knowledge of integrating AI into operational workflows, documentation systems, developer tooling, or customer support platforms.

• Exposure to support platforms like Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar solutions.

• Familiarity with monitoring and debugging tools including Datadog, Grafana, logs, metrics, traces, and dashboards.

• Experience with documentation tools such as Notion, Confluence, and GitHub Docs.

• Knowledge of developer tools including Postman, REST APIs, HTTP debugging, JSON, webhooks, and SDK troubleshooting.

🏝️ Benefits

• Remote-first working arrangement.

• Core hours for collaborative work and meetings, with flexible scheduling outside of these hours.

• Downtime following major release cycles to relax and recharge.

• Generous paid time off, including vacation, sick days, and public holidays.

• Meaningful stock options.

• Flexible working hours.

• Paid maternity, paternity, and caregiver leave.

• Company retreats held twice a year.