Junior Technical Support Engineer in City of London

About hyperexponential (hx)

At hyperexponential, we’re building the AI-powered platform that enables the world’s most critical decisions in a $7 trillion industry - which risks to take, and how to price them. These are the decisions that shape real-world outcomes: whether rockets successfully launch into space, autonomous vehicles make it to market, or communities recover after major storms. Until now, insurance has been making billion-dollar decisions using outdated tools. We’re changing that. Our platform brings together data, AI, and human expertise to give insurers the fastest path from submission to decision - helping them move faster, act smarter, and take on more risk with confidence.

Backed by a16z, Highland Europe, and Battery Ventures, we’re scaling globally - already trusted by nearly 50 of the world’s largest insurers, with zero churn and billions in premiums flowing through hx. What began as a single product in one market has rapidly evolved into a multi-product, multi-territory platform powering every stage of pricing and underwriting. AI is at the core of what we do - from building the world’s first domain-specific AI peer programmer for insurance (think GitHub Copilot with a PhD in actuarial science) to shaping agentic workflows that reinvent how this industry operates.

What makes hx different is the people who build it. Here, impact isn’t tied to title or tenure; it’s defined by the challenges you take on and the discipline you bring. Surrounded by peers who stretch you, you’ll do the best, hardest work of your life in a company engineered to endure. If that sounds like you, join us in building what comes next.

About the team

Our Customer Support team safeguards the reliability of hx for global insurers who depend on it for critical underwriting decisions. The work is analytical, paced and grounded in clear ownership. When issues arise, we move quickly to keep customers operating smoothly and maintain the trust that underpins platform adoption. We collaborate closely with Customer Engineering, Product and Application Development, feeding front-line insights back into the organisation to strengthen product decisions and improve workflows. The team values clarity, composure and continuous learning.

This role strengthens the core of our support operations by lifting Jira Service Desk performance, developing confidence across core platform areas and taking on simple development tasks that broaden the team’s ability to resolve issues end-to-end.

What you will be doing

• Get hands‑on with the platform from the outset, resolving the majority of Jira Service Desk tickets within SLA and contributing to faster, clearer responses for customers.
• Take ownership of troubleshooting across core product areas, independently diagnosing issues within your first months and reducing the need for escalation.
• Identify recurring issues as they emerge, escalating them promptly and contributing structured insights each quarter that strengthen product and engineering decisions.
• Support high‑risk and out‑of‑hours changes with thoughtful preparation and clear communication, ensuring customers maintain trust throughout critical releases.
• Seek out workflow improvements and partner with teams to implement meaningful changes over your first year, helping shorten the path to resolution for repeat issues.
• Take on simple development tasks as your confidence grows, increasing the number of support‑led fixes and strengthening the team’s ability to resolve issues end‑to‑end.

What you will need to have done

• Built a foundation in technical support, whether through 1–2 years in a similar role or through a technical degree, apprenticeship or personal projects that show genuine capability.
• Demonstrated strong analytical and problem‑solving skills, with the ability to break down issues and work methodically towards a clear resolution.
• Communicated clearly and constructively with customers and colleagues, tailoring your approach to the situation and keeping people informed as you work.
• Developed a working understanding of technical concepts such as application architecture and cloud‑based systems, with some hands‑on exposure to coding or scripting (for example Python, JavaScript or SQL), and shown the drive to deepen that knowledge quickly.
• Contributed to high‑quality customer outcomes by being organised, attentive to detail and thoughtful about the experience you create.
• Used tools like Jira Service Desk or similar platforms, or shown the ability to pick them up quickly.
• Shown curiosity and initiative in your own learning, whether through side projects, mentoring others, taking on stretch work or proactively developing new skills.
• Taken ownership of your time and work, staying composed under pressure and working well with others in a collaborative, fast‑paced environment.

You are unlikely to thrive here if

• You prefer tightly defined scopes rather than evolving problem statements or opportunities that cross team boundaries.
• You avoid hands‑on technical troubleshooting or find it uncomfortable to learn unfamiliar parts of a platform.
• You optimise for closing tickets rather than improving customer outcomes, clarity of communication and measurable impact.

If reading our Culture Document leaves you feeling neutral rather than energised, hx may not be the place where you’ll do your best work. We’re building something that asks for commitment and conviction, and we want you to feel excited by the opportunity to grow with us.

Compensation

At hx, we’re committed to salary transparency. You’ll always have clarity on pay early in the process, our Talent Partner will share details with you during initial conversations - and we’re working towards publishing salary information for all roles globally. Because we’re building at the intersection of technology/SaaS and insurance, our roles don’t always map neatly onto traditional benchmarks. Our approach is to design compensation that’s competitive in the market, fair across teams, and aligned with the impact our people make.

Benefits

• £5,000 training and conference budget for individual and group development.
• 25 days of holiday plus 8 bank holidays (33 days total).
• Company pension scheme via Penfold.
• Mental health support and therapy via Spectrum.life.
• Individual wellbeing allowance via Juno.
• Private healthcare insurance through AXA.
• Income protection and Life Insurance.
• Cycle to Work Scheme.
• Equity: We offer equity across all roles at hx, making it a significant component of total compensation.

Additional perks

• Top‑spec equipment (laptop, screens, adjustable desks, etc.).
• Regular remote and in‑person hackathons, lunch and learns, socials, and game nights.
• Team breakfasts and lunches, snacks, drinks fridge, and a fun office at The Ministry.
• Exceptional opportunities for personal development and growth as we build something remarkable together.

Interview process

• Initial call with our Talent team to kick things off and learn more about your background.
• Manager interview with the Hiring Manager to explore your experience in more depth.
• Skills assessment with our Customer Support Team.
• Values interview to get to know how you work and how that aligns with hx’s culture.

We offer!

Our commitment to Diversity hxer’s are at the centre of everything we build. We know that progress depends on diverse perspectives, and we are committed to creating an environment where everyone can thrive, grow, and make an impact. We recognise there is always more to do, and we take responsibility for shaping a workplace that is not only diverse but genuinely inclusive. Diversity is not just the right thing to do, it is key to solving the complex challenges we choose to take on. By welcoming people from all backgrounds and experiences, we strengthen our ability to question assumptions, push boundaries, and design solutions that endure. If you’re energised by complexity and motivated to grow, we encourage you to apply and join our global team.

Next steps

If this opportunity resonates with you, we encourage you to apply or share it with your connections! Our dedicated talent team reviews all applications, and we promise to provide feedback regardless of the outcome. For more information about applying and to view other opportunities, you can visit our careers page.

Please note that background checks will be conducted as part of the hiring process to ensure compliance with our governance policies. We handle all background checks sensitively and in full compliance with relevant regulations. All applicant data will be processed in accordance with data protection regulations and our privacy policy.