Support Engineer

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

📋 Description

• Develop and enhance AI support agents, focusing on their instructions, workflows, and knowledge base.

• Evaluate agent responses for accuracy and clarity, rectify errors, and document insights.

• Analyze customer issues that necessitate human assistance by utilizing logs, coding tools, and monitoring data.

• Create and update assistance articles for both customers and support agents.

• Report bugs and incidents while providing customers with clear and timely updates during such events.

• Relay customer feedback to the Product and Engineering teams.

• Achieve response targets for cases under your responsibility.

• Provide accurate descriptions of product capabilities and limitations without exaggeration.

• Participate in the on-call rotation.

• Collaborate with a global Support Engineering team across North America, Asia Pacific, and Europe.

⛳️ Requirements

• A minimum of 2 years in technical product support or software engineering.

• Practical experience with AI tools in a professional setting, including crafting clear instructions, assessing results, and assuming responsibility for them.

• Background in building or testing AI agents or workflows.

• Proficiency in diagnosing issues in cloud or distributed systems and interpreting logs to identify failures.

• Hands-on familiarity with Docker and Kubernetes, including tools like kubectl.

• Experience in supporting self-hosted or on-premises software, including tools like Helm and support bundles.

• Practical experience with build, testing, and deployment automation.

• Experience in writing automated tests and establishing a CI/CD pipeline.

• Understanding of iOS application testing and code signing.

• Working knowledge of CI/CD, Git, and the Linux command line.

• Ability to write scripts for problem reproduction.

• Basic knowledge of networking and security principles.

• Experience in troubleshooting SSO, OAuth, and access control issues.

• Familiarity with identity providers and code-hosting sign-in processes.

• Strong writing and speaking skills, with the ability to convey technical concepts to diverse audiences.

• Experience working across different time zones with clear communication handoffs.

• Nice to have: experience with infrastructure as code tools like Terraform.

• Nice to have: experience with tracing and monitoring tools.

• Nice to have: experience with AWS, Google Cloud, or Azure, including OIDC trust policies.

• Nice to have: experience with self-hosted build runners or build environments for Windows, macOS, or Arm.

• Nice to have: experience with security response activities, including CVE triage, certificate issues, or abuse reports.

🏝️ Benefits

• Reasonable accommodations for individuals with disabilities throughout the application, interview, and employment processes.

• Additional benefits and privileges associated with employment.