SaaS Support Engineer

As our product keeps evolving and scaling to support more customers than ever before, we’re looking for a diligent, proactive, and problem-loving SaaS Support Engineer to join our team! 🛠️

You’ll provide technical support for our software, working closely with Customer Success and Engineering to diagnose and resolve user issues. You’ll help tackle complex bugs, contribute to challenging investigations, and share learnings that help the team better support our users. If you enjoy debugging tough problems and collaborating across teams, this role is for you.This role focuses on supporting a software product rather than internal IT systems or hardware, and is well suited to candidates who enjoy problem-solving and understanding how complex applications behave in real-world environments.

🔍 Problem-solving like a detective – Some issues will be straightforward, others subtle and elusive. Your job is to hunt them down and squash them. You'll be one of the people everyone turns to when "it works on my machine" just won't cut it.

🤝 Collaborating with the dream team – Work closely with Engineering and Customer Success teams to resolve issues fast, escalate trickier bugs, and suggest systemic fixes where needed.

🧙 Process improving wizardry – We've built a solid support process. Now the challenge is scaling it as we grow. You'll bring fresh perspective and ideas, drawing on your experience, approaches, or process improvements that help us stay smooth, fast, and scalable.

📬 Being the Zendesk master – Own the support tooling end-to-end using Zendesk, ensure tickets are actioned quickly, and make recommendations on improvements that reduce time-to-resolution. Maintain and update documentation to ensure the source of truth is up to date.

🌟 Supporting users, delighting customers – Whether it's a candidate struggling to sign in or an obscure backend issue, you'll ensure our users always feel supported and heard.

⚡ Zendesk experience (or other customer service and engagement platform) – You've used a support system at scale and know how to optimise it for speed and clarity.

🗄️ MongoDB and database know-how – Tickets often require you to read, query, and troubleshoot production data with confidence, and you're comfortable handling data migrations when needed.

🖥️ Scripting knowledge – You're comfortable reading through our codebase (TypeScript) to trace and diagnose root causes, run diagnostics, write quick scripts, and understand logs.

Soft Skills✨

✨ Proactive – You don't wait for problems; you anticipate them, flag them, and fix them.

🤝 Autonomous – You'll take high ownership and self-motivation, while working closely with the rest of a three person team to share context and support each other.

🔍 Problem Solver – You live for the "can't reproduce" bugs and messy edge cases.

💬 Strong Communicator – You'll be interfacing with our Customer Success team, engineers, end-users, and potentially clients directly. Clarity and empathy go a long way.

🌱 Kind and collaborative – While you'll bring your own initiative, you're excited to engage across teams to improve the whole user experience.