At a Glance
- Tasks: Support customers via chat, email, and tickets while building internal tools for efficiency.
- Company: Join Byteful, a fast-growing proxy infrastructure company with a vibrant team.
- Benefits: Competitive salary, hands-on experience, and a clear path to leadership.
- Other info: Dynamic role in Manchester with opportunities for growth and innovation.
- Why this job: Make a real impact by shaping our support function and enhancing customer experiences.
- Qualifications: 1-3 years in technical support, basic Python and SQL skills, and excellent communication.
The predicted salary is between 30000 - 45000 £ per year.
Requirements
- 1–3 years of experience in a technical support, customer success, or similar role
- Basic Python skills, or similar, for automation and working with APIs
- Comfortable with REST APIs and able to read API documentation independently
- Basic SQL skills for pulling customer data and debugging
- Excellent written communication skills; clear, concise, and empathetic
- Comfortable handling sensitive customer data (PII) responsibly
- Comfortable working in person in Manchester, 5 days per week
- Strong ownership mindset and comfortable being the first person in the function
- Experience with support platforms such as Intercom, Zendesk, Plain, Front, or Help Scout is a plus
- Familiarity with proxies and networking concepts such as residential, ISP, and datacenter IPs, sessions, and geotargeting is a plus
- Experience with identity verification tools such as i Denfy, Sumsub, Onfido, Persona, or Veriff is a plus
- Experience with AI support tooling or Open AI/Anthropic APIs is a plus
- Trust and safety or abuse-handling experience is a plus
- Familiarity with SOC 2 or compliance platforms such as Vanta, Drata, or One Leet is a plus
- Experience writing documentation in Mintlify, Git Book, or Notion is a plus
- Willingness to relocate in the future is a plus
Responsibilities
- Support customers across chat, email, and tickets for proxy integration, connection and blocking issues, billing, and account queries
- Build internal tooling and automations using APIs to speed up support tasks
- Reduce ticket volume at the source by improving customer flows and UX
- Own and improve customer-facing documentation and troubleshooting guides Manage ticket triage and evaluate AI tooling for deflection and auto-triage
- Run customer onboarding and KYC flows, including manual review edge cases
- Handle abuse reports, AUP enforcement, and account suspensions
- Feed ticket themes and customer pain points back into product decisions
Technologies
- AI
- API
- Support
- Network
- Python
- REST
- SQL
- Web
- Zendesk
- UX UI Design
- Git Hub
More
We are Byteful, a fast-growing proxy infrastructure company serving web scraping, automation, and agentic AI companies worldwide.
Our residential proxy network supports thousands of customers across 195+ countries and processes more than 25 billion proxy requests per month, with strong year-over-year growth and seven figures in ARR without outside funding.
We offer a full-time, in-person role based in Manchester City Centre (Deansgate), with a salary of £30,000-£45,000 depending on experience and skill set.
This is a high-ownership opportunity to build our support function from the ground up, gain hands-on experience with support tooling, automation, KYC, trust and safety, and compliance processes, and work alongside a young, ambitious team with a clear path toward leading the support team.
- last updated 30 week of 2026
- #J-18808-Ljbffr
Software Engineer Support Function Lead in Manchester employer: Byteful.com
At Byteful, we pride ourselves on being an excellent employer that fosters a dynamic and collaborative work culture in the heart of Manchester. Our team enjoys competitive salaries, opportunities for professional growth, and the chance to shape our support function from the ground up, all while working alongside a passionate group of individuals dedicated to innovation in the proxy infrastructure space.
