Senior Technical Support Engineer

Ditto
United Kingdom
Workplace: RemoteFull timeGBP 85,000 - 100,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Active listening","Customer empathy","Expectation-setting","Grit","Curiosity","Adaptability"]

Serve as a trusted technical advisor for enterprise customers, diagnosing and resolving complex SDK and Cloud product issues with urgency and empathy. Reproduce, debug, and escalate defects with Engineering and Product, coordinate incident response and 24/7 on-call duties, and communicate incident status and root-cause findings. Build tools and automation to improve support workflows and reduce response time, and use AI to create self-service options for routine incidents.

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FursaFursa
Ditto
Ditto
2 days 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: 2 hours agoStatus: Live

Job Summary

Serve as a trusted technical advisor for enterprise customers, diagnosing and resolving complex SDK and Cloud product issues with urgency and empathy. Reproduce, debug, and escalate defects with Engineering and Product, coordinate incident response and 24/7 on-call duties, and communicate incident status and root-cause findings. Build tools and automation to improve support workflows and reduce response time, and use AI to create self-service options for routine incidents.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Reproduce, debug, and escalate technical issues in partnership with Engineering and Product.
  • •Act as a technical expert and initial escalation point for SDK and Cloud products.
  • •Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders.
  • •Participate in a 24/7 on-call rotation to support critical customer needs.
  • •Build tools and automation to improve support workflows and reduce response time; use AI to enable self-service opportunities.

Pay and Benefits

Salary: GBP 85,000 - 100,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kFlexible SpendingEquityFlexible Time

Key Requirements

  • •3-5+ years of experience in technical support engineering or software engineering roles.
  • •Ability to translate complex/ambiguous problems into clear hypotheses and solutions.
  • •Deep experience in at least one relevant area such as Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, or Distributed Systems.
  • •Bachelor’s degree in Computer Science or similar experience.
  • •Ability to read/follow code and GitHub commits to understand recent changes.
Experience:3+ yearsEnterprise customersCloud infrastructureDistributed systems
Education:Bachelor's in Computer Science
Skills:Active listeningCustomer empathyExpectation-settingGritCuriosityAdaptability
Tech Stack:SDKCloudCodebaseGitHubOperating SystemsKubernetesNetworkingDatabasesDistributed SystemsAISelf-service

Company Brief

Ditto
Offers online trademark search, filing, monitoring, and portfolio management services to help startups and businesses register, protect, and enforce trademarks globally through a cost-effective, attorney-supported web platform with automated workflows.
Industry: LegalTech
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