Support Engineer

Role overview As a Support Engineer, you help customers resolve technical issues and improve the quality of automated support. You build and maintain AI support agents, investigate cases that need deeper human analysis, and pass customer insights to the teams responsible for the product. The role includes working across regions and taking part in an on-call rotation.

Responsibilities - Create and refine support agents, including their instructions, workflows, and reference knowledge. - Review agent responses for accuracy and clarity, correct problems, and document findings. - Diagnose customer issues in cloud and distributed systems using logs, scripts, code tools, and monitoring data. - Write and maintain help content for customers and support agents. - Report product defects and incidents, provide timely customer updates, and meet response targets for assigned cases. - Share recurring customer feedback with product and engineering teams, and communicate product capabilities accurately.

Requirements - At least two years of experience in technical product support or software engineering. - Practical workplace use of AI tools, including writing instructions, evaluating outputs, and building or testing agents or workflows. - Experience troubleshooting cloud or distributed systems, including tracing issues through logs. - Hands-on Docker and Kubernetes experience, plus experience supporting self-hosted or on-premises software with tools such as Helm. - Familiarity with CI/CD, Git, Linux command line, automated testing, and deployment pipelines; able to script issue reproductions. - Knowledge of iOS testing and code signing, networking and security basics, and troubleshooting SSO, OAuth, and access controls. - Clear written and spoken communication, including effective handoffs across time zones.

Nice to have - Infrastructure-as-code experience, such as Terraform, and familiarity with tracing or monitoring tools. - Experience with AWS, Google Cloud, or Azure, including OIDC trust policies; self-hosted build runners or Windows, macOS, or Arm build environments. - Security response experience, such as vulnerability triage, certificate troubleshooting, or abuse reports.

Benefits and work setup The role participates in an on-call rotation and operates across regions. The listing provides a UK base pay range of £62,000–£77,250.