R&D Technical Support - Customer Experience

R&D Technical Support – Customer Experience

Customer Experience Full-time London, UK

We are a global software company transforming how businesses run. Our product suite can adapt to the needs of diverse industries and use cases within one powerful platform, empowering 245,000 customers worldwide to reimagine how work gets done, drive greater efficiency, and scale like never before.

With over 2,500 employees across the globe, we grow by prioritizing transparency and knowledge sharing. We care about the impact you make, not the hours you clock, so we encourage initiative, ownership, and fresh thinking. We back our people with flexible work, wellness and mental health support, and a work environment built on collaboration.

We\’re looking for a passionate and highly skilled R&D Technical Support (RTS) to join our Customer Experience (CX) organization in London.

RTS is the highest level of technical support at Our RTSs act as the bridge between our customer-facing teams and R&D, owning complex product domains, solving deep technical problems, and driving long-term impact through collaboration, data, and expertise.

This role requires more than technical troubleshooting – it calls for strong stakeholder management, cross-functional communication, and the ability to move between hands-on technical work and strategic, high-impact initiatives.

If you\’re someone who thrives in a fast-changing environment, knows how to build trust with technical and business teams, and can identify and drive areas of opportunity – we\’d love to meet you.

As an RTS, you\’ll be the go-to technical expert for a specific domain within the platform. You\’ll own escalated cases from our support teams, collaborate closely with R&D, and lead initiatives that improve product quality, reduce friction, and enable scale.

Your Experience & Skills

• 4-5 years of experience in technical support or similar roles (SaaS/B2B preferred).
• Strong troubleshooting skills and critical thinking.
• Experience performing bug investigations and root cause analysis, and communicating findings to both technical and non-technical audiences.
• Solid understanding of APIs (GraphQL is a plus), authentication protocols (OAuth, SAML), and software integrations.
• Strong data-driven mindset – able to explore, analyze, and present insights to guide decisions; SQL, Redash.
• Proven ability to work with a wide range of stakeholders – including R&D, Product, Account Managers, Customer Success, Implementation, and Ops – with excellent interpersonal and communication skills.
• Comfortable with fast context switching, managing escalations while also contributing to strategic initiatives.
• Experience with process building and improvement to support operational efficiency.
• High ownership mentality, proactive attitude, and ability to work independently while collaborating closely with others.

Please note that this is a hybrid position of 3 days/week in our London office

Apply to this job

We believe in equal opportunity.

is an equal opportunity employer and bans discrimination and harassment of any kind. is committed to the standard of equal employment opportunity for all employees and to creating and maintaining a workplace free of discrimination and harassment.

All qualified applicants will be considered for employment regardless of any personal characteristic. We encourage candidates from all backgrounds to apply, regardless of their race, religion, national origin, ethnicity, sexual orientation, gender identity, age, marital status, family or parental status, physical or mental disability or any other status protected by the laws or regulations in the locations where operates.

is committed to working with and providing access and reasonable accommodation to applicants with any disabilities. If you think you may require accommodation for any part of the recruitment process, please send a request to .

All requests for accommodation are treated confidentially, as practical and permitted by law.

Meet the Customer Experience team

Customer Experience (CX) is the face of cultivating trust with our customers and delivering innovative solutions with a smile. We embrace teamwork and ownership, using our creativity and knack for problem-solving to create exceptional experiences for every person we interact with.