Senior Technical Support Engineer

Runware
United Kingdom
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Communication","Ownership","Analytical thinking","Structured debugging","Collaboration"]

Investigate complex API, infrastructure, and authentication issues using logs, metrics, traces, dashboards, and debugging tools. Reproduce and root-cause difficult production problems, partner with Engineering to validate fixes, and support escalations during incidents. Improve developer experience with tooling, monitoring, documentation, knowledge bases, and self-service. Build scalable AI-assisted support operations through automations and AI-native workflows that increase investigation speed and operational efficiency.

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FursaFursa
Runware
Runware
1 day ago

Senior Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Investigate complex API, infrastructure, and authentication issues using logs, metrics, traces, dashboards, and debugging tools. Reproduce and root-cause difficult production problems, partner with Engineering to validate fixes, and support escalations during incidents. Improve developer experience with tooling, monitoring, documentation, knowledge bases, and self-service. Build scalable AI-assisted support operations through automations and AI-native workflows that increase investigation speed and operational efficiency.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Investigate complex platform, infrastructure, and API issues using observability and debugging tools.
  • •Troubleshoot REST API behavior across HTTP requests, authentication, JSON payloads, SDKs, and webhooks.
  • •Reproduce difficult production issues and work with Engineering to identify root causes and validate fixes.
  • •Support customers during complex technical investigations, escalations, and production incidents.
  • •Build scalable support operations by creating internal tooling, automations, troubleshooting guides, and AI-assisted workflows to improve developer experience and efficiency.

Pay and Benefits

Equity and Bonus:Equity
Perks:Remote WorkPaid LeaveEquityParental LeaveFlexible Hours

Key Requirements

  • •5+ years in Technical Support Engineering, Developer Support, Solutions Engineering, SRE, or another highly technical customer-facing engineering role.
  • •Strong troubleshooting skills across REST APIs, HTTP, authentication, JSON, SDKs, webhooks, and distributed systems.
  • •Experience investigating production issues using logs, metrics, traces, dashboards, and observability platforms.
  • •Comfort reading application code and understanding backend systems (Python, Go, Node.js, Java, PHP, or similar).
  • •Active, practical use of AI-assisted tools to improve troubleshooting, documentation, analysis, automation, and day-to-day productivity.
Experience:5+ yearsB2B SaaSDeveloper toolsAI/ML platformsCloud infrastructureSRE
Skills:CommunicationOwnershipAnalytical thinkingStructured debuggingCollaboration
Tech Stack:REST APIsHTTPAuthenticationJSONSDKsWebhooksDistributed systemsPythonGoNode.jsJavaPHPLogsMetricsTracesDashboardsDatadogGrafanaOpenTelemetryZendesk

Company Brief

Runware
Runware.ai offers a platform for building, deploying, and managing LLM-powered applications, focusing on orchestration, observability, and operational tooling to ensure reliable, scalable, and safe production AI workflows.
Industry: Developer Tools
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