Support engineer (UK)

Writer
London
Workplace: HybridFull timeFunction: Product ManagementExperience: 5+ yearsSkills: ["Communication","Debugging","Technical troubleshooting","Empathy","Owning resolution"]

As a senior support engineer, you’ll lead triage and resolution of complex enterprise customer production issues using tools like Salesforce, email, Slack, and Zoom. You’ll guide technical end users by debugging and refining custom Python and no-code agents, act as Tier 2 support via monitoring alerts, and drive technical investigations across the stack while escalating to product and engineering. You’ll also automate diagnostics to scale support operations and help shape the product roadmap with customer feedback.

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FursaFursa
Writer
Writer
1 month ago

Support engineer (UK)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

As a senior support engineer, you’ll lead triage and resolution of complex enterprise customer production issues using tools like Salesforce, email, Slack, and Zoom. You’ll guide technical end users by debugging and refining custom Python and no-code agents, act as Tier 2 support via monitoring alerts, and drive technical investigations across the stack while escalating to product and engineering. You’ll also automate diagnostics to scale support operations and help shape the product roadmap with customer feedback.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Own triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom
  • •Guide technical end users by debugging and refining custom-built Python and no-code agents
  • •Serve as Tier 2 advanced support by monitoring and tackling complex production issues through monitoring alerts
  • •Drive technical investigations across the stack and escalate deeper issues to product and engineering teams
  • •Build and maintain automated diagnostic tools and scripts to scale support operations and reduce resolution times

Pay and Benefits

Perks:Medical AndPaid ParentalLearning BudgetRemote WorkEquity

Key Requirements

  • •5+ years of experience providing technical support for an enterprise B2B SaaS organization
  • •Deep technical proficiency with cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
  • •Strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments
  • •Ability to work on-screen with customers to overcome product issues
  • •Excellent writing and communication skills to clearly explain complex technical concepts
Experience:5+ yearsB2B SaaSEnterprise supportCloudGenAILLMs
Skills:CommunicationDebuggingTechnical troubleshootingEmpathyOwning resolution
Tech Stack:SalesforceEmailSlackZoomPythonNo-codeAWSGCPSDKsSSOSCIMJiraGrafanaDatadogRESTful APIsMonitoring alerts

Company Brief

Writer
Provides an AI writing platform for enterprises that helps teams create on-brand, high-quality content at scale using customizable style guides, real-time suggestions, and governance controls.
Industry: AI & Machine Learning
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series B
Headquarters: New York, United States
Founded: 2019
WebsiteLinkedIn