At a Glance
- Tasks: Own customer success by supporting and improving the entire customer experience.
- Company: Fast-growing proxy infrastructure company based in Manchester, with plans to relocate to London.
- Benefits: Direct access to the founder, influence over product decisions, and career growth opportunities.
- Other info: Dynamic, high-ownership environment with potential for leading a 24/7 support team.
- Why this job: Be a key player in shaping the support function and making a real impact.
- Qualifications: Experience with Python, API integration, and excellent communication skills required.
The predicted salary is between 63000 - 77000 £ per year.
We anticipate relocating our in‑person operations to London, UK in late 2027. Applicants applying for Manchester‑based in‑person roles should be open to the possibility of relocation. We’re hiring a Support Engineer to own customer success at a fast‑growing, bootstrapped proxy infrastructure company based in Manchester. Our residential proxy network is used by web scraping, automation and agentic AI companies worldwide. We support thousands of customers across 195+ countries and process 25+ billion proxy requests per month, with +252% YoY platform sign‑up growth. We’ve grown to seven figures in ARR without raising a penny, and we’re just getting started.
Right now, support runs through the founder. Your job is to change that. You’ll take ownership of the entire customer experience, from onboarding and KYC through to technical troubleshooting and documentation, and build the tooling and processes that let us scale to a 24/7 support team. This is not a ticket‑answering job. It’s a build‑the‑function job that happens to include answering tickets. This is a fast‑paced, high‑ownership environment with a dynamic team. We move quickly, ship frequently, and expect you to learn fast, take responsibility, and make decisions without waiting for permission. In return you get direct access to the founder, real influence over the product, and a clear path to leading the support team as we grow.
Responsibilities
- Support customers with technical and operational queries across chat, email and tickets, including proxy integration issues, connection and blocking problems, billing and account questions.
- Build internal tooling and processes using APIs for support tasks, designed with audit trails, least privilege access and security in mind, laying the foundation to scale into a 24/7 remote support team.
- Engineer customer flows and UX to reduce ticket volume at the source. Identify friction points and work with the founder to fix root causes rather than repeatedly answering the same questions.
- Own and improve customer‑facing documentation (guides, API docs, troubleshooting) designed for self‑service and maximum clarity.
- Manage ticket flows and triage, and evaluate and integrate AI tooling for deflection, agent assist and auto triage, with data handling and vendor risk requirements in mind for SOC 2.
- Manage customer onboarding and KYC flows (iDenfy) for the best possible UX, including manual review queues, edge cases such as document mismatches and resubmissions, and reducing verification drop off.
- Handle abuse reports, AUP enforcement and account suspensions. Recognise suspicious usage patterns, action them and communicate decisions to customers professionally.
- Act as the voice of the customer, feeding ticket themes and pain points back into product and roadmap decisions.
- Document support procedures and runbooks, and follow change management and access review practices in line with our SOC 2 attestation efforts.
Requirements, must have
- Based in or able to commute to Manchester. This is an in‑person role at our Manchester office.
- Experience with Python (or similar) for automation and API integration. Comfortable with REST APIs, webhooks and reading API docs independently.
- Experience with building / managing internal tooling.
- Experience with support platforms such as Intercom, Zendesk, Plain, Front or Help Scout.
- Excellent written communication. Clear, concise and empathetic customer‑facing writing.
- Basic SQL for pulling customer data and debugging issues.
- Experience handling sensitive customer data (PII) with sound security and access control habits.
- Comfortable working directly under the founder with high autonomy and ambiguity. You will be defining the support function rather than inheriting one.
- Comfortable being the first person in the function.
Requirements, nice to have
- Startup or early team experience.
- Experience with platforms such as Retool, Appsmith, Superblocks or Windmill.
- Familiarity with proxy and networking fundamentals: residential vs ISP vs datacenter IPs, sessions, geotargeting, bandwidth metering, and common blocking and anti‑bot issues.
- Experience with identity verification platforms, ideally iDenfy, or Sumsub, Onfido, Persona or Veriff.
- Experience with AI and LLM support tooling (Intercom Fin, Zendesk AI) or building custom flows with OpenAI or Anthropic APIs.
- Trust and safety or abuse handling experience (fraud signals, stolen cards, multi‑accounting, takedown requests).
- Familiarity with SOC 2 or compliance platforms (OneLeet, Vanta, Drata, Secureframe).
- Experience writing documentation in Mintlify, GitBook, Notion or similar.
- Workflow automation experience (Zapier, Make, n8n).
Working arrangement
- Full time, in person at our Manchester office.
- Reports directly to the founder.
- Opportunity to grow into leading and training the future support team as we scale toward 24/7 coverage.
Support Engineer in Manchester employer: Ping Proxies
Join a fast-growing, bootstrapped proxy infrastructure company in Manchester, where you'll have the unique opportunity to shape the customer support function from the ground up. With a dynamic work culture that values autonomy and rapid decision-making, you will work closely with the founder and have a direct impact on product development while enjoying a clear path for career advancement as we scale. Our commitment to employee growth, coupled with the chance to influence a global customer base, makes this an exceptional place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ping Proxies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ping Proxies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ping Proxies:Your cover letter is your chance to shine! Tell us why you want to work at Ping Proxies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ping Proxies!
How to prepare for a job interview at Ping Proxies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
