Support Automation Engineer (Full Stack Developer)

Location: Shoreditch (Hybrid - Tue & Thu Office Days)

Salary Bracket: £60-90k dependent upon the value the successful candidate brings!

Our Mission: Fixing Trust in Commerce. For a decade, we’ve been on a mission to close the Trust Gap—commerce’s most expensive problem. In a world where distance and digital interfaces separate buyers and sellers, we’re building the definitive trust infrastructure that enables global trade to flourish.

Our Impact Today:

• Shopify’s #1 Review Solution: We’ve earned over 44k five-star reviews from merchants who rely on us daily.
• Global Scale: More than 500k shops across 140+ countries use our platform.
• Massive Reach: We process over 70 million orders monthly, generating 2 million+ verified buyer reviews.
• Organic Growth: We’ve achieved 40% year-over-year growth purely through word of mouth—no paid marketing or sales teams needed.

The Opportunity: We’re seeking a Support Automation Engineer to revolutionize our customer support infrastructure and build technology solutions that 10x our support team’s capabilities. This role will be instrumental in creating and implementing technical integrations between our support systems and internal platforms, with a particular focus on optimizing our AI-powered support using Intercom’s Fin AI.

What Makes This Role Special:

• You’ll join at a critical transformation moment working at the intersection of customer support and engineering.
• This presents a unique opportunity to develop innovative solutions that directly impact both customer experience and operational efficiency.
• Every technical improvement you implement will contribute to our app store reviews - our lifeblood for growth.
• Your work will directly influence our position as the #1 app in the Shopify ecosystem.
• You’ll be at the forefront of AI implementation in customer support, pushing boundaries and exploring new possibilities with emerging technologies.
• You’ll create systems that enable us to do more with less - leveraging your technical expertise to build solutions that scale without proportional resource increases.

Core Responsibilities:

• Technical Integration & Development: Design and implement technical integrations between Intercom and internal systems; Build custom solutions that enhance support efficiency and effectiveness; Develop tools and automations that streamline support workflows; Create scalable, maintainable code that supports our growing customer base; Implement robust logging and monitoring to ensure system reliability; Own and improve our internal web based admin tool.
• AI & Automation: Optimise Intercom’s Fin AI implementation to achieve 60-65% resolution rate; Identify opportunities for automation across the support journey; Research and implement emerging technologies that enhance customer experience.
• Cross-functional Collaboration: Work closely with the Head of Customer Support to align technical solutions with strategic goals; Collaborate with the wider engineering team to ensure integrations follow best practices; Partner with Product teams to incorporate customer support data into product development; Provide technical guidance to support team members for troubleshooting complex issues; Create documentation that bridges technical complexity for non-technical team members.
• Data & Analytics: Build data pipelines that extract meaningful insights from support interactions; Develop dashboards and reporting tools that measure support effectiveness; Implement A/B testing frameworks for support automation initiatives; Use data to identify patterns and opportunities for proactive support; Create predictive models that anticipate customer needs and potential issues.

Key Metrics You’ll Own:

• Technical Efficiency Gains: Quantifiable time savings from automations and integrations.
• System Reliability: 99.9% uptime for all support automation systems and integrations.
• Time-to-Resolution: Technical contribution to reducing average resolution time through automation.

What You’ll Bring:

• Must-Haves: 3+ years of full-stack development experience; Strong API development and integration expertise, including REST and GraphQL; Experience with JavaScript, HTML, and CSS; Familiarity with database design and implementation; Experience building and deploying scalable web applications; Understanding of RESTful API design principles; Strong problem-solving abilities and analytical thinking; Excellent communication skills with both technical and non-technical stakeholders.
• Nice-to-Haves: Proficiency in Ruby on Rails; Experience with Intercom platform and API; Knowledge of AI/ML technologies and implementations; Familiarity with Jira and other support/workflow tools; Understanding of the Shopify ecosystem and APIs; Background in e-commerce or SaaS environments; Knowledge of data visualization techniques and tools; Experience with distributed systems.

Please don’t hesitate to apply if you miss a few criteria but you believe you can make a strong impact.

Our Culture: Results-Driven Excellence. We reward exceptional performance and are building a team that consistently pushes for better results. Success here means finding innovative ways to achieve more with our existing resources. We value time above all else—it’s our scarcest resource. We budget time more strictly than money, establishing short feedback loops and breaking initiatives into their smallest units of value.

Our international team brings diverse perspectives to every challenge. We believe in lifting each other up through active knowledge sharing because our collective strength determines our success. We combine ambitious goals with pragmatic execution, creating sustainable high performance through better processes, not longer hours.

Your Package:

• £60-90k DOE + Monthly Performance Bonus
• 30 days holiday + bank holidays
• Private health insurance (Vitality)
• Brand new Macbook, access to equipment as required
• Financial Wellbeing + Salary Sacrifice Pension via Mintago
• Flexible Working Hybrid setup: 2 office days (Tues/Thurs), 3 remote
• Modern Shoreditch office near Old Street
• No overtime culture
• Casual dress code
• Work from Anywhere (4 weeks per year)
• Team Life
• Weekly team meals
• Quarterly events
• Perks at Work Account

Join Us in Building the Future of Trust in Commerce: Work on problems that impact millions while growing with a team that values both excellence and balance. Together, we’ll close the Trust Gap and unlock new possibilities for global commerce.