Support Engineer in London

Feefo helps both consumers and businesses make the right decisions. Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake‑free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time.

We’re a team of technology specialists, industry experts, and multi‑lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too. We are proud to work with companies, large and small, from household names to local heroes.

Reporting to the Director of Engineering, the Support Engineer plays a critical role in keeping Feefo’s platform running smoothly and reliably for our clients. This role sits within our product engineering function and focuses on investigating, diagnosing, and resolving technical issues across our Java‑based systems. You’ll work closely with Software Engineers, Technical Leads, Product, Data, and Customer teams to understand problems, identify root causes, and deliver effective fixes or mitigations. It’s an ideal role for an engineer who enjoys problem‑solving, understanding systems end‑to‑end, and making a real impact on customer experience — without the pressure of feature delivery as a primary focus.

What you’ll do

• Investigate and resolve production issues across Feefo’s Java‑based services, ensuring timely and effective outcomes.
• Diagnose application behaviour using logs, metrics, and debugging tools to identify root causes rather than symptoms.
• Work closely with Software Engineers and Technical Leads to escalate, reproduce, and fix issues.
• Contribute fixes, improvements, and defensive changes back into the codebase where appropriate.
• Support incident response and post‑incident reviews, helping improve system resilience.
• Collaborate with Product, Data, and Customer teams to translate real‑world issues into actionable insights.
• Improve observability, documentation, and runbooks to make support and troubleshooting faster and more predictable.
• Spot patterns in issues and raise proactive improvements to reduce future support demand.
• Maintain a strong focus on platform reliability, stability, and customer trust.

Experienced Preferred

• 2+ years of commercial experience working with Java, ideally using Spring or similar frameworks.
• Experience with relational/SQL and No‑SQL databases.
• Experience working in a production environment, supporting or maintaining live systems.
• A logical, methodical approach to debugging and problem‑solving.
• Confidence working with logs, monitoring tools, and application metrics.
• Experience collaborating with engineers, product teams, or customer‑facing roles.
• Clear written and verbal communication skills, particularly when explaining technical issues.

Nice to have (but not required)

• Previous experience in a support or production‑focused engineering role.
• Exposure to cloud environments (GCP, or similar).
• Experience contributing fixes or improvements back into a shared codebase.
• Bachelor’s degree in Computer Science or similar technical discipline.