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- Tasks: Solve complex technical problems and support users with real-time troubleshooting.
- Company: Join Granola, a forward-thinking tech company in London.
- Benefits: Competitive salary, equity options, and relocation assistance available.
- Why this job: Be part of an innovative team that values your technical skills and curiosity.
- Qualifications: 3+ years in technical support, strong troubleshooting skills, and coding experience.
- Other info: Dynamic office environment with opportunities for personal growth and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a Customer Experience Engineer to join our team and help us maintain our high bar for technical support as we scale. This is a role for someone who gets genuinely excited about solving complex technical problems, digging into logs, and being the bridge between our users and our engineering team.
You will be taking technical escalations from our Customer Experience Specialists and going deep into the issues our users face. This means reading Cloudwatch logs, writing SQL queries to investigate data issues, making small code fixes using Cursor, and jumping on calls to troubleshoot alongside customers in real-time.
In this role, you will:
- Own technical escalations from our Customer Experience Specialists, becoming the go-to person for complex technical issues
- Troubleshoot and investigate deeply using Cloudwatch logs, console logs, database queries, Amplitude analytics, and Retool dashboards
- Make small code changes and fixes using Cursor and AI-assisted coding tools to resolve customer issues directly
- Reply directly to customers, even jumping on calls to troubleshoot issues face-to-face, guiding them through solutions and gathering detailed context
- Collaborate closely with product engineers to identify, document, and escalate bugs, providing detailed technical context
- Identify patterns and root causes in technical issues, driving improvements to product stability and customer experience
- Build and maintain internal tools and processes to make technical support more efficient
- Document solutions and create technical resources to help the wider team resolve similar issues in the future
Your background looks something like:
- Proven Customer Support Engineer experience (or similar role like Technical Support Engineer, Solutions Engineer) with 3+ years in a technical support capacity
- Strong technical troubleshooting skills with experience reading logs, debugging issues, and performing root cause analysis
- Hands-on experience with SQL and database queries for investigation
- Cloud platforms (AWS experience is a plus)
- Log analysis tools (Cloudwatch or similar)
- Customer support platforms (experience with Plane, Zendesk, Intercom, or similar)
- Basic coding/scripting (comfortable making small changes to codebases)
- Comfortable with modern AI-assisted coding tools like Cursor, GitHub Copilot, or similar (or excited to learn)
As a person, you...
- Are relentlessly curious and won't rest until you get to the bottom of why something happened
- Love the details and get satisfaction from understanding the root cause of issues, not just applying band-aid fixes
- Thrive in a fast-paced environment where no two days are the same and priorities can shift quickly
- Are excited to work in-person from our office in London (five days a week)
- Enjoy a bit of "vibe coding" on the side—you’re the type who might tinker with personal projects or enjoy solving technical puzzles
- Are a natural problem-solver who sees technical challenges as opportunities rather than obstacles
- Communicate clearly with both technical and non-technical audiences, translating complex issues into understandable language
- Value working with people who are kind, ambitious and pragmatic
- Take ownership without waiting for perfect information or extensive direction
Our tech stack:
- Granola runs across multiple platforms—our desktop app (Mac and Windows) is built with Electron, and we also have iOS with Android coming soon.
- Plain for customer support ticketing
- AWS & Cloudwatch for log analysis and troubleshooting
- SQL for database queries and investigations
- Amplitude for analytics and user behavior analysis
- Retool for internal dashboards and tooling
- Cursor for AI-assisted coding and making fixes
We are excited to work in-person from our office in London (most of the time). We have a new, bright and spacious office at Old Street. We are happy to offer relocation assistance to candidates who'll be moving to London to join us.
Lastly, we think amazing talent comes from all kinds of life journeys and experiences. If what is written above speaks to you, whether you look like a fit on paper or not, please reach out.
Customer Experience Engineer London employer: Granola inc
Contact Detail:
Granola inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Engineer London
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Granola's mission and values. This will help you connect your skills to what they’re building and show that you’re genuinely excited about joining their team.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves digging into logs and solving technical issues, brush up on your SQL queries and log analysis. Maybe even set up a mock scenario to demonstrate your problem-solving prowess during the interview.
✨Tip Number 3
Show off your communication skills! You’ll need to explain complex issues to both tech-savvy folks and those who aren’t as technical. Prepare examples of how you've successfully communicated solutions in the past to highlight your ability to bridge that gap.
✨Tip Number 4
Don’t forget to ask questions! When you get the chance, ask about the tools they use or how the team collaborates with product engineers. This shows your interest and helps you gauge if Granola is the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Experience Engineer London
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical troubleshooting skills in your application. Mention any experience you have with SQL, log analysis, or coding tools like Cursor. We want to see how you can bridge the gap between our users and engineering!
Be Personable: Since this role involves direct communication with customers, let your personality shine through! Share examples of how you've effectively communicated complex issues to non-technical audiences. We love a good story that showcases your problem-solving skills.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements of the Customer Experience Engineer role. Show us why you're the perfect fit for our team at Granola and how you can contribute to our mission.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our awesome team!
How to prepare for a job interview at Granola inc
✨Know Your Tech Stack
Familiarise yourself with the tools mentioned in the job description, like SQL, Cloudwatch, and Cursor. Being able to discuss your experience with these technologies will show that you're not just a fit on paper but also ready to dive into the technical challenges.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific technical issues. Brush up on your troubleshooting skills and think of examples where you've successfully resolved complex problems. This will demonstrate your ability to think critically and act decisively.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. You’ll need to bridge the gap between users and engineers, so being able to articulate your thoughts clearly is crucial. Consider role-playing with a friend to refine your communication style.
✨Show Your Curiosity
Emphasise your passion for learning and problem-solving. Share instances where your curiosity led you to uncover root causes of issues or improve processes. This aligns perfectly with the company’s values and shows that you’re a proactive candidate.
