Junior Technical Support Engineer in London

About Hyperexponential (hx)

At hyperexponential, we are building the AI‐powered platform that enables the world’s most critical decisions in a $7 trillion industry—deciding which risks to take and how to price them. These decisions shape real‐world outcomes: whether rockets launch successfully, autonomous vehicles reach market, or communities recover after major storms.

Until now, insurance has been making billion‐dollar decisions using outdated tools. Our platform brings data, AI, and human expertise together to give insurers the fastest path from submission to decision—helping them act smarter, take on more risk, and move faster.

Backed by a16z, Highland Europe, and Battery Ventures, we are scaling globally and are 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.

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 to feed frontline insights back into the organisation, strengthening product decisions and improving 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 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 (e.g., 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.

Compensation

At hx, we are committed to salary transparency. You will always have clarity on pay early in the process; our Talent Partner will share details with you during initial conversations. We are working toward publishing salary information for all roles globally.

Because we are 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.

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.

Our Commitment to Diversity

hxers 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.

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 will provide feedback regardless of the outcome.

For more information about applying and to view other opportunities, visit our careers page.