Support Automation Engineer (Full Stack Developer)

Support Automation Engineer (Full Stack Developer)

Join to apply for the Support Automation Engineer (Full Stack Developer) role at Judge.me

Support Automation Engineer (Full Stack Developer)

2 weeks ago Be among the first 25 applicants

Join to apply for the Support Automation Engineer (Full Stack Developer) role at Judge.me

Judge.me

Judge.me
Role: Support Automation Engineer (Full Stack Developer)
Location: Shoreditch (Hybrid – Tue & Thu Office Days)
Salary Bracket: £60-90k dependent upon the value the successful candidate brings!
Our Mission: Fixing Trust in Commerce
For a decade, we\”ve been on a mission to close the Trust Gap—commerce\”s most expensive problem. In a world where distance and digital interfaces separate buyers and sellers, we\”re building the definitive trust infrastructure that enables global trade to flourish.
We recognise that trust is not binary but a spectrum, and our work continually expands the boundaries of commerce itself. Each improvement we make enables transactions that previously wouldn\”t have happened, revealing new frontiers where trust can be further enhanced.
Our Impact Today
We\”ve grown from an idea into the dominant force for trust in e-commerce:
Shopify\”s #1 Review Solution : We\”ve earned over 42k five-star reviews from merchants who rely on us dailyGlobal Scale : More than 500k shops across 140+ countries use our platformMassive Reach : We process over 70 million orders monthly, generating 2 million+ verified buyer reviewsOrganic Growth : We\”ve achieved 40% year-over-year growth purely through word of mouth—no paid marketing or sales teams needed
The Opportunity
We\”re seeking a Support Automation Engineer to revolutionize our customer support infrastructure and build technology solutions that 10x our support team\”s capabilities. This role will be instrumental in creating and implementing technical integrations between our support systems and internal platforms, with a particular focus on optimizing our AI-powered support using Intercom\”s Fin AI. You will work directly with the Head of Customer Support to transform our support function into a next-gen strategic growth engine through innovative technical solutions.
What Makes This Role Special You\”ll join at a critical transformation moment working at the intersection of customer support and engineering. This presents a unique opportunity to develop innovative solutions that directly impact both customer experience and operational efficiency.Every technical improvement you implement will contribute to our app store reviews – our lifeblood for growth. Your work will directly influence our position as the #1 app in the Shopify ecosystem.You\”ll be at the forefront of AI implementation in customer support, pushing boundaries and exploring new possibilities with emerging technologies. You\”ll create systems that enable us to do more with less – leveraging your technical expertise to build solutions that scale without proportional resource increases.Core Responsibilities Technical Integration & Development Design and implement technical integrations between Intercom and internal systemsBuild custom solutions that enhance support efficiency and effectivenessDevelop tools and automations that streamline support workflowsCreate scalable, maintainable code that supports our growing customer baseImplement robust logging and monitoring to ensure system reliabilityOwn and improve our internal web based admin toolAI & Automation Optimise Intercom\”s Fin AI implementation to achieve 60-65% resolution rateIdentify opportunities for automation across the support journeyResearch and implement emerging technologies that enhance customer experienceCross-functional Collaboration Work closely with the Head of Customer Support to align technical solutions with strategic goalsCollaborate with the wider engineering team to ensure integrations follow best practicesPartner with Product teams to incorporate customer support data into product developmentProvide technical guidance to support team members for troubleshooting complex issuesCreate documentation that bridges technical complexity for non-technical team members
Data & Analytics
Build data pipelines that extract meaningful insights from support interactionsDevelop dashboards and reporting tools that measure support effectivenessImplement A/B testing frameworks for support automation initiativesUse data to identify patterns and opportunities for proactive supportCreate predictive models that anticipate customer needs and potential issuesKey Metrics You\”ll Own Technical Efficiency Gains: Quantifiable time savings from automations and integrationsSystem Reliability: 99.9% uptime for all support automation systems and integrationsTime-to-Resolution: Technical contribution to reducing average resolution time through automationWhat You\”ll Bring Must-Haves 3+ years of full-stack development experienceStrong API development and integration expertise, including REST and GraphQLExperience with JavaScript, HTML, and CSSFamiliarity with database design and implementationExperience building and deploying scalable web applicationsUnderstanding of RESTful API design principlesStrong problem-solving abilities and analytical thinkingExcellent communication skills with both technical and non-technical stakeholdersNice-to-Haves Proficiency in Ruby on RailsExperience with Intercom platform and APIKnowledge of AI/ML technologies and implementationsFamiliarity with Jira and other support/workflow toolsUnderstanding of the Shopify ecosystem and APIsBackground in e-commerce or SaaS environmentsKnowledge of data visualization techniques and toolsExperience with distributed systems
Please don\”t hesitate to apply if you miss a few criteria but you believe you can make a strong impact.
Our Culture: Results-Driven Excellence
We reward exceptional performance and are building a team that consistently pushes for better results. Success here means finding innovative ways to achieve more with our existing resources. We value time above all else—it\”s our scarcest resource. We budget time more strictly than money, establishing short feedback loops and breaking initiatives into their smallest units of value.
Our international team brings diverse perspectives to every challenge. We believe in lifting each other up through active knowledge sharing because our collective strength determines our success. We combine ambitious goals with pragmatic execution, creating sustainable high performance through better processes, not longer hours.
Your Package The Essentials £60-90k DOE + Monthly Performance Bonus 30 days holiday + bank holidaysPrivate health insurance (Vitality)Brand new Macbook, access to equipment as requiredFinancial Wellbeing + Salary Sacrifice Pension via MintagoFlexible Working Hybrid setup: 2 office days (Tues/Thurs), 3 remoteModern Shoreditch office near Old StreetNo overtime cultureCasual dress codeWork from Anywhere (4 weeks per year)Team Life Weekly team mealsQuarterly eventsPerks at Work AccountJoin Us in Building the Future of Trust in Commerce
Work on problems that impact millions while growing with a team that values both excellence and balance. Together, we\”ll close the Trust Gap and unlock new possibilities for global commerce.
The pay range for this role is: 60,000 – 90,000 GBP per month(Head Office)
PI269683634

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  Technology, Information and Internet

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