At a Glance
- Tasks: Help enterprise customers troubleshoot technical issues and provide clear, actionable solutions.
- Company: Join Constructor, a leading ecommerce search platform with a focus on innovation.
- Benefits: Enjoy unlimited vacation, competitive pay, remote work, and a supportive team culture.
- Other info: Work in a diverse, inclusive environment that values continuous improvement and personal growth.
- Why this job: Be part of a founding support team and make a real impact in customer success.
- Qualifications: 4+ years in technical support, strong communication skills, and experience with APIs and SDKs.
The predicted salary is between 37800 - 46200 £ per year.
You’re a customer-obsessed technologist in the EMEA market who thrives at the intersection of technical support, customer enablement, and impact. With a strong technical foundation and hands-on experience working with APIs, SDKs, logs, and data integrations, you’re driven by helping customers resolve issues quickly, understand what is happening, and get back to making progress. You will be the first full-time support engineer on the newly formed support team.
You build trust quickly with both technical and business stakeholders, translating complex systems into clear, actionable next steps. You’re comfortable communicating complex technical solutions in a written form, and you know how to keep customers informed while you investigate. You’re a problem solver who’s passionate about removing roadblocks, creating scalable solutions, and championing the customer’s voice at every stage. You’re a strong troubleshooter who is passionate about improving support processes and making it easier for customers and internal teams to get to the right answer faster. For you, every support interaction is a chance to earn trust and leave the customer better off than when they reached out.
As a Technical Support Engineer on our EMEA team, you’ll be part of the support-founding team, a reliable technical resource for enterprise customers, helping them troubleshoot issues, understand Constructor behaviour, and move forward with confidence. You’ll own and drive customer-facing technical support conversations across tickets, Slack, and calls, especially for issues involving Constructor APIs, SDKs, data integrations, event instrumentation, tagging, and implementation behaviour. You'll act as a supportive partner, bridging the gap between technical issues and successful resolutions, ensuring customers feel supported throughout each interaction.
You’ll investigate technical hurdles, communicate clearly while work is in progress, coordinate with internal teams when escalation is needed, and make sure customers understand the resolution and next steps.
You can dive into a payload or a log review, drive technical implementation guides and communicate clear solutions in tickets with equal ease, but consistently earning trust within every interaction is what sets you apart. This role is ideal for someone who enjoys technical problem-solving, high-quality customer communication, and improving the systems that help a support team scale.
You will…
- Provide clear, timely, and technically sound support on complex inbound questions involving Constructor APIs, SDKs, data integrations, tagging, event instrumentation, and implementation behaviour.
- Own customer-facing technical support conversations across tickets, Slack, and calls, making sure customers understand what we know, what we are investigating, and what happens next.
- Earn trust across technical and business stakeholders by communicating clearly, setting expectations, and distilling complex technical issues into simple, actionable next steps.
- Troubleshoot issues by reviewing payloads, logs, API behaviour, configuration, and implementation details, then guiding customers toward a resolution.
- Review and improve self-service bot answers, flag automation gaps, and help tune escalation criteria.
- Support in creating and maintaining knowledge base and documentation.
- Support EMEA customers with responsiveness, strong written communication, and ownership during regional business hours.
- Identify patterns in customer tickets, recurring questions, and support pain points, then share clear feedback with Product and Engineering to improve the customer experience.
- Collaborate with customer developers, data teams, Customer Success, Solutions, Product, and Engineering to troubleshoot issues, clarify implementation questions, and support successful resolutions.
- Proactively investigate and resolve blockers across data ingestion, tagging, event instrumentation, and API performance, especially when those blockers affect launch, customer confidence, or ongoing platform usage.
- Serve as a subject matter expert on Constructor’s technical architecture, helping customers understand expected behaviour, integration options, and how to troubleshoot issues in their environment.
- Translate customer issues into clear internal context for Product and Engineering, including impact, reproduction steps, examples, urgency, and customer-facing implications.
- Create and improve reusable technical documentation, troubleshooting guides, macros, internal notes, and support workflows that help the team resolve issues more consistently and efficiently.
- Collaborate with Customer Success Managers, Sales, Solutions, Product, and Engineering so customers receive consistent guidance and internal teams have the context they need.
- Continuously improve support processes, playbooks, and escalation paths to reduce friction, improve response quality, and help customers get to value faster.
Requirements
- 4+ years of experience in a technical support, technical account management, solutions engineering, implementation, or customer-facing engineering role.
- Hands-on experience working with APIs, SDKs, logs, HTTP requests, event data, and technical implementation details.
- Exceptional written and verbal communication skills, especially in tickets, Slack, and customer calls, with the ability to explain technical complexity in simple, actionable language.
- Experience supporting enterprise customers, including situations with multiple stakeholders, competing priorities, and high urgency.
- Ability to manage customer expectations, communicate clearly under pressure, and drive issues forward across internal and external teams.
- Track record of building or improving support processes, documentation, troubleshooting guides, or tooling that improves team efficiency and customer outcomes.
- Proven ability to manage complex technical support cases from intake to resolution, balancing speed, accuracy, customer communication, and internal escalation when needed.
- Strong desire to learn quickly, adapt, and improve how we support customers in a fast-paced, high-growth environment.
- Familiarity with JavaScript-based web integrations, HTTP request flows, browser developer tools, and client-side/server-side contexts is a plus, but customer communication, not coding, is your superpower.
- Ability to support customers during EMEA business hours.
- Bonus: familiarity with A/B testing, ecommerce search or discovery, network request routing, and HTTP troubleshooting.
Benefits
- Unlimited vacation time. We strongly encourage all employees to take at least 3 weeks per year.
- A competitive compensation package including stock options.
- Fully remote team. Choose where you live.
- Work from home stipend. We want you to have the resources you need to set up your home office.
- Apple laptops provided for new employees.
- Training and development budget for every employee, refreshed each year.
- Maternity & Paternity leave for qualified employees.
- Work with smart people who will help you grow and make a meaningful impact.
Diversity, Equity, and Inclusion at Constructor
At Constructor.io we are committed to cultivating a work environment that is diverse, equitable, and inclusive. As an equal opportunity employer, we welcome individuals of all backgrounds and provide equal opportunities to all applicants regardless of their education, diversity of opinion, race, colour, religion, gender, gender expression, sexual orientation, national origin, genetics, disability, age, veteran status or affiliation in any other protected group.
Technical Support Engineer employer: Constructor
Constructor is an exceptional employer that fosters a culture of empathy, openness, and continuous improvement, making it an ideal place for Account Managers to thrive. With a fully remote work environment, generous home office stipends, and a commitment to employee growth through training budgets, Constructor empowers its team members to make meaningful contributions while enjoying a balanced work-life dynamic. Join a passionate group of technologists dedicated to transforming ecommerce experiences and be part of a diverse and inclusive workplace that values every individual's unique perspective.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Constructor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Constructor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Constructor:Your cover letter is your chance to shine! Tell us why you want to work at Constructor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Constructor!
How to prepare for a job interview at Constructor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
