At a Glance
- Tasks: Solve complex customer challenges and develop tools for performance and diagnostics.
- Company: Join a pioneering tech company transforming software engineering.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic startup environment with excellent career advancement potential.
- Why this job: Make a real impact by advocating for customers and shaping innovative solutions.
- Qualifications: Strong technical skills in programming and operational experience preferred.
The predicted salary is between 37800 - 46200 £ per year.
About the Role
Factory is bringing autonomy to software engineering. We are looking for a Technical Support Engineer to ensure customers get maximum value from our developer‑centric platform. This position sits at the intersection of customer success, product management and engineering. You will partner with customers to resolve architecture, performance and operational challenges and contribute to internal tools that improve our product’s scalability. As with all Factory roles, you will help shape how we build and deliver autonomous software and will work closely with our leadership and technical teams to ensure operational excellence as we scale.
What you will do and achieve:
- Solve complex customer challenges. Work alongside our customers to address technical issues in architecture, performance, recovery and security – becoming an expert resource on best practices for running Factory’s platform.
- Serve as an advocate for customers. Interface with product management and engineering teams to represent customer needs and ensure that feedback informs our product.
- Develop tools and diagnostics. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence.
- Collaborate cross‑functionally. Partner with customer success, growth, and engineering to design scalable processes and dashboards that drive data‑informed decisions.
Qualifications
We consider all candidates with an eye for those who are self‑taught, insatiably curious and multi‑faceted. Ideal candidates should have strong technical experience in one or more of the following areas:
- Programming: proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js.
- Operational experience: experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud.
- Excellent written and verbal communication skills.
- A genuine desire to help people and advocate for customer success.
- A strong diagnostic instinct—the ability to investigate and solve problems calmly and effectively in real time.
- A capacity to rapidly learn new technical skills and adapt to emerging technologies.
- Strong teamwork skills and sound judgment on when to seek help or collaborate.
Nice to Have:
- Experience with AI/ML or enterprise software (especially B2B SaaS) that complements Factory’s mission.
- Prior work at startups or in high‑growth environments where you built processes and tools from scratch.
- Familiarity with observability tools, automation frameworks or CI/CD pipelines.
- Basic coding or scripting abilities beyond your primary language (e.g., writing integrations or automations).
Technical Support Engineer - Remote EMEA employer: Factory
As a Customer Success Manager at our innovative company, you will thrive in a dynamic work culture that values collaboration and creativity. We offer competitive benefits, including professional development opportunities and a supportive environment that encourages growth and learning. With locations in vibrant cities like San Francisco, New York City, and London, you'll enjoy the unique advantages of working in some of the world's most exciting hubs for technology and business.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer - Remote EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Factory. 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 Factory 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 - Remote EMEA
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 Factory:Your cover letter is your chance to shine! Tell us why you want to work at Factory 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 Factory!
How to prepare for a job interview at Factory
✨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.
