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For Companies At a Glance
- Tasks: Triage and resolve technical issues, ensuring customer satisfaction and product stability.
- Company: Join a dynamic tech company focused on innovation and customer success.
- Benefits: Competitive salary, flexible hours, remote work options, and growth opportunities.
- Other info: Collaborative environment with a focus on personal and professional development.
- Why this job: Be the hero who bridges customers and engineering while solving real-world problems.
- Qualifications: Technical support experience and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
A Software Support Engineer focused on triaging, diagnosing, and resolving technical issues across our platform, acting as a critical bridge between customers, the commercial team, and product engineering.
Responsibilities
- Bug Triage & Issue Resolution
- Own the end-to-end triage process for incoming bugs and technical issues, prioritising by severity and customer impact.
- Investigate, reproduce, and document issues clearly, escalating to product engineering with detailed context where required.
- Drive fast, high-quality resolutions to maintain product stability and customer confidence.
- Customer-Facing Technical Support
- Serve as a technical point of contact for escalated customer issues, diagnosing problems related to API integrations, webhooks, and data workflows.
- Communicate clearly with non-technical and technical stakeholders, translating complex issues into understandable updates and next steps.
- API & Webhooks Support
- Support customers and internal teams with API and webhook integrations, helping troubleshoot connectivity issues and failures across client systems.
- Assist with diagnosing integration problems between our platform and clients' custom front-ends, internal tooling, and data exports.
- Internal Tooling & Automation
- Contribute to internal tooling that automates repetitive support and operational tasks, improving team efficiency and reducing manual effort.
- Support database investigation and minor remediation tasks to assist client success and engineering teams.
- Observability & Monitoring
- Use and contribute to our observability platform for log correlation and error monitoring to proactively identify and resolve issues.
- Help surface patterns in errors or failures that inform longer-term product improvements.
- On-call responsibilities
- Contribute to the out of hours on-call rota for resolving critical priority out of hours incidents. These kinds of escalations are very rare and in general only happen in extraordinary circumstances.
- Engineers will be provided with the requisite training and documentation as well as monetary compensation for time spent on the rota.
Requirements
- A growth mindset and a genuine desire to develop deep knowledge of our platform.
- Strong problem-solving and diagnostic skills — you enjoy getting to the root of an issue.
- Experience in a technical support, triage, or junior engineering role.
- Comfortable working with APIs, logs, and basic database queries to investigate issues.
- A customer-focused approach with excellent communication skills across technical and non-technical audiences.
- Eagerness to collaborate across engineering and commercial teams.
- Experience with or exposure to alerting and observability tooling is a plus.
Technology stack
- Modern Stack: TypeScript, React, Node.js, tRPC, GraphQL, MongoDB, Storybook & Chromatic, AWS CDK, GitHub Actions (CI/CD).
- Legacy Stack: PHP, JavaScript, Angular (1.x), Node.js, MongoDB.
Support Engineer in Edinburgh employer: Appointedd
Contact Detail:
Appointedd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer in Edinburgh
✨Tip Number 1
Get to know the company inside out! Research their products, culture, and values. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with technical issues, brush up on your troubleshooting techniques. Think through common scenarios you might face as a Support Engineer and how you'd tackle them.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and maybe even a referral, which can really boost your chances of landing that job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining our team.
We think you need these skills to ace Support Engineer in Edinburgh
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Engineer role. Highlight your experience with technical support, problem-solving skills, and any relevant tools you've used. We want to see how you fit into our team!
Show Off Your Communication Skills: Since you'll be dealing with both technical and non-technical folks, it's crucial to demonstrate your ability to communicate clearly. Use examples in your application that showcase how you've translated complex issues into simple terms for customers or colleagues.
Highlight Your Technical Know-How: Mention any experience you have with APIs, logs, or database queries. If you've worked with observability tools or have a knack for diagnosing issues, let us know! This will show us you're ready to tackle the challenges of the role.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Appointedd
✨Know Your Stuff
Make sure you brush up on the technical aspects of the role. Familiarise yourself with APIs, webhooks, and basic database queries. Being able to discuss these topics confidently will show that you're ready to tackle the challenges of a Support Engineer.
✨Practice Problem-Solving
Prepare for scenario-based questions where you'll need to demonstrate your problem-solving skills. Think of examples from your past experiences where you triaged or resolved technical issues, and be ready to explain your thought process clearly.
✨Communicate Clearly
Since this role involves liaising with both technical and non-technical stakeholders, practice translating complex technical jargon into simple terms. This will help you showcase your communication skills during the interview.
✨Show Your Growth Mindset
Express your eagerness to learn and grow within the company. Share specific examples of how you've developed your skills in previous roles and how you plan to deepen your knowledge of their platform. This will resonate well with the interviewers.