Product Support Engineer

About the role

We are looking for a diligent, proactive Product Support Engineer to join our growing team. You will provide technical support for our software, working closely with Customer Success and Engineering to diagnose and resolve user issues, and help tackle complex bugs in a fast‑moving environment.

Key responsibilities

• Investigate and resolve a wide range of technical issues, from straightforward to subtle, acting as the go‑to person when “it works on my machine” isn’t enough.
• Collaborate with Engineering and Customer Success to fast‑track issue resolution, escalate tricky bugs, and suggest systemic fixes.
• Scale and improve our support processes, bringing fresh ideas to keep the operation smooth and fast as we grow.
• Own the Zendesk support tooling end‑to‑end, ensuring tickets are actioned quickly and recommending improvements to reduce resolution time.
• Provide excellent user support, ensuring customers feel heard and supported throughout their journey.

Required profile

• Proactive – anticipates problems and takes action before they impact users.
• Autonomous – takes high ownership while collaborating closely with a small, tight‑knit team.
• Strong problem‑solver – thrives on “can’t reproduce” bugs and edge‑case scenarios.
• Excellent communicator – conveys technical information clearly and empathetically to customers and internal teams.
• Kind and collaborative – enjoys working across functions to improve the overall user experience.

Required skills

• Zendesk experience – proven ability to use and optimise a support platform at scale.
• MongoDB and database know‑how – comfortable querying production data and handling data migrations.
• Scripting knowledge (TypeScript) – able to read code, run diagnostics, write quick scripts, and understand logs.

What we offer

• £45,000 per year salary.
• 24 days holiday + Bank Holidays + birthday off.
• £1,200 annual benefits allowance (from month 2).
• Early finish Fridays (16:00) and 30 days of work‑from‑anywhere flexibility.
• Yearly company retreat abroad and free Monday lunches.
• Enhanced parental leave, statutory pension, and EMI‑scheme shares.
• Option to lease an electric car and access to spill‑therapy services.