Support Engineer

TL;DR

Support Engineer: Serving as the primary point of contact for customer technical issues, ensuring customer success by providing responsive, high-quality technical support and managing a high volume of customer tickets. Focus on troubleshooting platform access, integration, SSO/SAML authentication, and user management problems, while collaborating with engineering teams to resolve complex issues.

Location: Must have an unrestricted right to work in the UK

What you will do

• Provide timely technical support for global customers via Intercom, adhering to existing SLAs.
• Troubleshoot and resolve common customer issues including platform access, integration, and SSO/SAML authentication problems.
• Manage support tickets through Intercom and Jira with proper categorization, prioritization, and documentation.
• Escalate complex technical issues to appropriate teams with clear reproduction steps and diagnostics.
• Communicate clearly with customers, explaining technical concepts, and create/maintain help articles.
• Identify patterns in support tickets to highlight potential product improvements and collaborate on bug fixes.

Requirements

• Unrestricted right to work in the UK is required.
• Strong customer service and written communication skills with the ability to explain technical concepts clearly.
• Experience with ticket management systems (Intercom experience is a plus).
• Understanding of web applications and comfort with learning new technical concepts and tools.
• Technical knowledge of databases and SQL (ability to read queries), authentication systems (SSO, SAML concepts), and email systems and protocols (SMTP, DKIM, DMARC, SPF).

Nice to have

• Previous experience in a technical support role.
• Familiarity with Jira for issue tracking.
• Knowledge of API concepts and testing, and exposure to cloud platforms (AWS, Azure).
• Experience with CRM systems such as HubSpot.
• Experience working in a SaaS or startup environment.
• Any coding or scripting experience (Python is a plus).

Culture & Benefits

• Work in a customer-focused environment with a genuine passion for helping solve problems.
• Opportunity for quick learners enthusiastic about developing technical skills.
• Be part of a collaborative team that supports asking for help.
• Thrive in a supportive, fast-paced environment.
• Organized self-starter with effective workload management.
• Comfortable using AI tools to work more efficiently and tackle complex problems.