At a Glance
- Tasks: Own the support function and solve real issues in a fast-paced EdTech environment.
- Company: Join a rapidly growing EdTech company transforming school management with AI technology.
- Benefits: Enjoy competitive pay, 22 days holiday, and uncapped training budgets.
- Other info: Be part of a vibrant team with regular socials and opportunities for career progression.
- Why this job: Make a genuine impact on education while developing your skills in a supportive team.
- Qualifications: Experience in technical support and familiarity with coding in live environments.
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[...] 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[...]
✨Tip Number 1
Get your hands dirty! When you’re in the interview, show them you’re not just about the theory. Talk about your real-life experiences with debugging and fixing issues in live environments. They want to see that you can dive into the codebase and make a difference.
✨Tip Number 2
Be the customer’s champion! During your conversations, highlight how you’ve communicated with customers in the past, especially when things went wrong. Show them you can handle tough situations with empathy and clarity – it’s all about building trust.
✨Tip Number 3
Bring your data game! Talk about how you’ve used support metrics to identify patterns or recurring issues. This shows you’re analytical and proactive, which is exactly what they need as they scale from 260 to 1,000 customers.
✨Tip Number 4
Don’t forget to showcase your leadership skills! If you’ve managed or mentored junior colleagues, share those experiences. They’re looking for someone who can shape the support function and build a strong team culture, so let them know you’re ready to step up!
We think you need these skills to ace Senior Support Engineer - Own the support function at a fast-growing EdTech with serious techni[...]
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for EdTech and support shine through. We want to see that you genuinely care about making a difference in schools and are excited about the role.
Be Specific About Your Experience:Don’t just list your previous roles; dive into the details! Share specific examples of how you've tackled complex issues in the codebase or improved support processes. This helps us see your hands-on experience.
Communicate Clearly:Since strong written communication is key for this role, make sure your application is clear and professional. Use straightforward language and structure your thoughts logically so we can easily follow your points.
Tailor Your Application:Make sure to tailor your application to our job description. Highlight relevant skills and experiences that align with what we're looking for. And remember, applying through our website is the best way to get noticed!
How to prepare for a job interview at Connecting Education
✨Know the Tech Stack Inside Out
Make sure you’re familiar with the tech stack mentioned in the job description, especially React/TypeScript, Node.js, and MongoDB. Brush up on your debugging skills and be ready to discuss how you've tackled similar issues in the past.
✨Show Your Ownership Mindset
This role is all about ownership, so come prepared with examples of how you've taken charge in previous positions. Think about times when you’ve gone above and beyond to resolve customer issues or improve processes.
✨Communicate with Clarity and Empathy
Since you'll be the face of the company during tough times, practice articulating complex technical issues in a way that’s easy for customers to understand. Use role-play scenarios to refine your communication style.
✨Prepare for Problem-Solving Questions
Expect to be asked about how you would handle specific support scenarios. Prepare by thinking through potential root causes for common issues and how you would approach resolving them, demonstrating your analytical skills.
