At a Glance
- Tasks: Own technical issues from triage to resolution, working across the full stack.
- Company: Join FlatPlan, a leading tech provider for major publishers like The Atlantic and Vox Media.
- Benefits: Enjoy competitive salary, 34 days holiday, remote work, and a dedicated learning budget.
- Other info: Collaborative remote environment with excellent career growth and mentorship opportunities.
- Why this job: Be part of an innovative team using AI to enhance support functions and make a real impact.
- Qualifications: Experience with JavaScript and Node.js; strong debugging skills and comfort with APIs.
The predicted salary is between 40 - 40 £ per hour.
FlatPlan is the leading Apple News technology and strategy provider, working with 230+ consumer publishers including The Atlantic, The Athletic, Vox Media and the Premier League. We're a preferred provider to Apple, helping the world's biggest publishers reach hundreds of millions of readers through Apple News and beyond. We're profitable, growing, and scaling sanely - a sharp team doing meaningful work at pace.
What You’ll Own
- Technical Ownership: Grading/prioritizing issues (P0–P3), investigating scraping failures, API submission errors, and infrastructure-related bottlenecks.
- Resolution: Implementing fixes, working with QA for verification, and ensuring fixes are permanent.
- Systemic Improvement: Improving observability, reducing technical debt, and documenting common issue types to prevent recurrence.
- Strategy: Building AI‑assisted triage workflows and defining operational playbooks for the new function.
How We Use AI
A core part of this role is building a more AI-driven support function. You will be expected to:
- Build workflows that grade incoming tickets, gather necessary logs, and suggest technical causes.
- Develop internal tools that can produce PRs for straightforward issues.
- Review AI-generated code and improve the guardrails around automated systems.
Note: You do not need to be an expert in agentic engineering, but you must be able to demonstrate how you have used AI to improve real technical work. We currently utilize Claude and Claude Code.
What Good Looks Like (Candidates)
- Technical Baseline: Commercial experience with JavaScript and Node.js. Ability to work across front-end and backend systems.
- Skillset: Confidence investigating issues in live production environments, strong debugging skills, and comfort working with APIs, logs, and cloud infrastructure (AWS/Heroku/DigitalOcean).
- Traits: High level of ownership, clear written communication, and good judgment regarding technical risk and customer impact.
- Nice to Have: TypeScript, PHP/WordPress knowledge, and experience building monitoring tools or internal automation.
Within 3 Months:
- You are independently picking up and closing tickets, handling P2 and P3 issues autonomously.
- You are contributing to P1 investigations alongside the team.
- Your fixes are stable; tickets rarely reopen once closed.
- You are beginning to identify patterns in incoming issues to proactively reduce support volume.
Within 6 Months:
- The Support function is effectively buffering the Product/Projects teams from disruption.
- You have scoped or implemented improved observability.
- At least one automated support workflow is actively in use.
- Recurring issues are being addressed systematically, with infrastructure and security risks flagged proactively.
The Team: You will join a new Support Engineering team alongside an experienced engineer (formerly Stripe/Apple), who will facilitate your onboarding and platform knowledge until you're comfortable within your role. Your closest daily collaborators include our Engineering Manager (Andrew), our Support Lead (Michael), and our QA and customer-facing teams.
How We Work: We are a fully remote company emphasising collaboration. We hold weekly engineering syncs, informal open office hours and "donut" chats. We meet in person in the UK quarterly and dedicate half a day each week to personal learning or experimental projects.
On-Call Support: Participation in the engineering on-call rota is required. This covers only serious, out-of-hours P0 incidents and is shared on a rotating basis. A separate compensation package applies.
Interview Process
- Introductory Conversation with our Talent Partner (Matt) - 30 mins
- Technical Interview: A deeper discussion with our Engineering Manager + Lead Developer - 60 mins
- Team & Culture: Video call with our CEO (Kieran) - 60 mins
- Paid Half-Day: A collaborative, paid working session based on a realistic FlatPlan problem to see how we work together.
Benefits and Package
- Salary - genuinely market competitive & full details will be provided during the first stage of interviews
- Fully remote work within the UK
- 34 days total hols (incl bank hols)
- NEST pension contribution
- Macbook Pro & Home-Office budget, plus a dedicated L&D budget
- Separately compensated on-call rota
FlatPlan is an equal opportunities employer and strongly encourages applications from underrepresented backgrounds.
Remote AI-Driven Support Engineer: Full-Stack Ownership employer: fractional / talent
At ToJupiter, we pride ourselves on being an exceptional employer that fosters a dynamic and collaborative work culture, perfect for innovative minds in the SaaS industry. Our remote EU team enjoys flexible working arrangements, continuous professional development opportunities, and the chance to make a significant impact on our clients' growth journeys. Join us to be part of a forward-thinking company that values creativity and results-driven strategies.
StudySmarter Expert Advice🤫
We think this is how you could land Remote AI-Driven Support Engineer: Full-Stack Ownership
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at fractional / talent or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to fractional / talent.
✨Tap into Online Developer Communities
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✨Explore Job Boards Specifically for Tech Roles
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We think you need these skills to ace Remote AI-Driven Support Engineer: Full-Stack Ownership
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at fractional / talent.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at fractional / talent and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at fractional / talent
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If fractional / talent uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
