Support Engineer

Role overview A fully remote, full-time customer support engineering position focused on resolving technical issues around messaging connectors, channel authentication, and email deliverability. The role bridges end users and the engineering team, triaging fixes and converting recurring problems into durable documentation and product improvements.

Responsibilities - Respond to technical support requests over email and chat, balancing speed with empathy. - Diagnose issues across connectors, channel pairing flows, sending domains, and agent tooling. - Reproduce bugs and write actionable reports the engineering team can pick up immediately. - Identify patterns in repeated questions and turn them into help-centre content or product fixes. - Participate in a distributed support rota with reasonable time-zone coverage.

Requirements - Two or more years in technical support, support engineering, or a closely related role. - Confidence reading API responses, application logs, and browser developer tools. - Working knowledge of email fundamentals: SMTP, OAuth-based mailbox access, and DNS records. - Clear, calm written communication, especially when users are frustrated. - Genuine curiosity to understand root causes, not just close tickets.

Nice to have - Hands-on experience with Twilio, Meta WhatsApp Business, or Telegram bots. - Light scripting ability in JavaScript or Python. - Prior contributions to help-centre or developer documentation.

Benefits and work setup - Meaningful equity with an extended exercise window. - Remote-first with asynchronous defaults and a small block of overlap hours. - Private health cover for you and dependants, or a stipend where appropriate. - Annual learning budget of $1,500 for courses, books, and conferences. - $1,000 home office stipend and a laptop of your choice. - Flexible time off with a 25-day minimum that is actually enforced.