At a Glance
- Tasks: Own the support function and work hands-on in the codebase daily.
- Company: Fast-growing EdTech company transforming school management with AI-powered solutions.
- Benefits: Competitive salary, 22 days holiday, uncapped training budget, and vibrant team culture.
- Other info: Dynamic environment with opportunities for growth and regular team socials.
- Why this job: Make a real impact in education while shaping your role in a high-performance team.
- Qualifications: Experience in technical support, comfortable with coding, and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
Are you a strong Support Engineer who wants more than a ticket queue? Ready to own a support function, get hands‑on in the codebase every day, and help scale a product that’s genuinely making schools better? This might be the role for you.
The company
Our client is a fast‑growing EdTech company on a mission to fix the chaos of school management. Schools are juggling siloed systems that don’t talk to each other – creating duplication, frustration, and wasted time. Our client is changing that with one AI‑powered platform covering everything from club sign‑ups and attendance to parental consent, medical data for trips, and real‑time notifications. They started by dominating music department management and are now scaling that approach across schools. Over 260 schools are already on board – and they’re building towards 1,000. The team is close‑knit, ambitious, and based in a modern office in Vauxhall.
The role
This is a pivotal, senior hire. You will own the entire support function. Not manage it from a distance, but be in it every day. Most of your time will be spent in the codebase, diagnosing and fixing live issues directly alongside the Engineering team. You’ll also be the face of the company to customers when things go wrong: communicating with clarity, empathy, and urgency.
You’ll manage the existing Support Engineer and have the mandate to grow and shape the team as the business scales. This is a role for someone who wants real ownership, loves getting into the detail, and is hungry to build something exceptional.
Day to day includes:
- Take full ownership of the support function – setting the direction, standards, and culture
- Manage and mentor the existing Support Engineer, acting as their day‑to‑day line manager
- Spend most of your time in the codebase – diagnosing, debugging, and fixing live issues directly (React/TypeScript, Node.js, MongoDB, Google Cloud)
- Act as the escalation point for complex or high‑impact issues, digging into root causes rather than applying quick patches
- Define, own, and maintain SLAs across all customer tiers – and ensure customers are always proactively kept in the loop
- Deliver clear Root Cause Analysis (RCA) documents following significant incidents
- Work closely with Engineering to triage and resolve bugs in live environments (there’s no formal QA function – rigour here really matters)
- Champion AI tools and automation to make the support function smarter, faster, and more scalable
- Use support data and metrics to identify patterns, recurring issues, and product improvement opportunities
- Build the processes and team needed to take them from 260 to 1,000 customers without dropping the ball
The package
- 6 monthly pay reviews
- 22 days holiday plus bank holidays, rising with service
- Uncapped training and development budget
- Fast‑growing company with real room for progression and the chance to shape your role
- Modern office in Vauxhall
- Weekly team lunches
- Vibrant team with regular socials – pool, darts, drinks, and team retreats
- Opportunity to work in a uniquely high‑performance team – if you’re impatient for progress, this is the place you’ll thrive
To be successful, you will…
- Have proven experience in a technical support role, ideally in a SaaS or EdTech environment
- Be genuinely comfortable working in the codebase – reading, debugging, and fixing issues in live environments is a core expectation, not an occasional ask
- Have progressed through Tier 1 / Tier 2 / Tier 3 support into a senior or lead position – or already be operating at that level
- Have experience managing or mentoring junior support colleagues
- Be familiar with some or all of the tech stack: React/TypeScript, Node.js, MongoDB, React Native, Google Cloud, Cloudflare, CI/CD pipelines
- Be highly organised and able to manage multiple open issues simultaneously without dropping the ball
- Have strong written communication skills – clear, empathetic, and professional in all customer interactions
- Be analytical – someone who enjoys finding root causes, not just quick fixes
- Have a track record of using AI tools (ChatGPT, Copilot, or similar) to drive efficiency and reduce repetitive workload
- Be proactive, take initiative, and identify improvements without being prompted
- Be comfortable working in a fast‑paced scale‑up where processes are still being built
- Genuinely care that issues get resolved – this is not a 9‑5 role; ownership is everything here
Apply!
If you’re a driven Support Engineer who wants to own something, build something, and work with a team that genuinely cares about what they’re building – apply now.
Senior Support Engineer - Own the support function at a fast-growing EdTech with serious techni[...] in London employer: Connecting Education
Join a fast-growing EdTech company in Vauxhall that is revolutionising school management with an AI-powered platform. As a Senior Support Engineer, you'll enjoy a vibrant work culture with regular team socials, uncapped training budgets, and the opportunity to shape your role while making a real impact on education. With a focus on employee growth and a close-knit team, this is the perfect place for those eager to take ownership and thrive in a high-performance environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Engineer - Own the support function at a fast-growing EdTech with serious techni[...] in London
✨Tip Number 1
Get to know the company inside out! Research their mission, values, and recent projects. This will help you connect with the team during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at the company. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for technical challenges! Brush up on your coding skills and be ready to tackle real-world problems during interviews. Show them you can dive into the codebase and fix issues just like you would on the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and being part of something special.
We think you need these skills to ace Senior Support Engineer - Own the support function at a fast-growing EdTech with serious techni[...] in London
Some tips for your application 🫡
Show Your Passion for EdTech:When writing your application, let your enthusiasm for the EdTech sector shine through. We want to see that you genuinely care about improving school management and how our platform can make a difference.
Be Specific About Your Experience:Don’t just list your previous roles; dive into the details! Share specific examples of how you've tackled technical support challenges, especially in SaaS or EdTech environments. We love seeing real-world applications of your skills.
Highlight Your Technical Skills:Make sure to mention your familiarity with our tech stack, like React, Node.js, and MongoDB. We’re looking for someone who’s comfortable getting hands-on in the codebase, so show us you’ve got the chops!
Communicate Clearly and Empathetically:Your written communication skills are key! Use your application to demonstrate clarity and empathy, as these are crucial when dealing with customers. Remember, we want to see how you can convey complex information simply and effectively.
How to prepare for a job interview at Connecting Education
✨Know the Tech Stack Inside Out
Make sure you’re familiar with the technologies mentioned in the job description, like React, Node.js, and MongoDB. Brush up on your coding skills and be ready to discuss how you've used these technologies in past roles. This will show that you're not just a support engineer but someone who can dive into the codebase.
✨Demonstrate Ownership and Initiative
Prepare examples from your previous experience where you took ownership of a project or resolved a complex issue. Highlight how you proactively identified problems and implemented solutions. This role is all about ownership, so showing that you have a track record of taking charge will set you apart.
✨Communicate with Clarity and Empathy
Since you'll be the face of the company to customers, practice articulating your thoughts clearly and empathetically. Think of scenarios where you had to explain technical issues to non-technical users and how you ensured they felt supported. This will demonstrate your ability to handle customer interactions effectively.
✨Prepare for Problem-Solving Questions
Expect to be asked about how you would approach diagnosing and fixing live issues. Prepare a few scenarios where you successfully resolved technical problems, focusing on your analytical skills and attention to detail. This will showcase your ability to dig into root causes rather than just applying quick fixes.
