Senior Support Engineer, EU

Role overview Own complex technical support for enterprise customers using a content operations platform. You’ll investigate high-impact issues, guide customers through difficult implementations, and help improve the support team’s practices. The role combines hands-on technical problem-solving with clear customer communication and informal team mentorship.

Responsibilities - Independently investigate and resolve complex customer issues, including ambiguous or high-severity incidents. - Keep customers informed throughout investigations and incident response. - Create minimal reproductions, reusable code examples, and structured reports that help teams diagnose issues. - Coach fellow support engineers on investigation and communication practices. - Work with product and engineering partners to turn recurring customer friction into lasting improvements. - Improve support workflows, systems, and documentation.

Requirements - Strong technical judgment and the ability to work through complex problems independently. - Clear, calm communication, especially during high-pressure situations. - Empathy and a customer-focused approach to technical support. - Ability to explain and document problems through reproducible examples and structured reports. - Interest and ability in sharing technical guidance with colleagues.

Benefits and work setup - Remote role based in the UK or Ireland.