At a Glance
- Tasks: Investigate complex technical issues and improve developer experience with AI tools.
- Company: Join a remote-first tech collective focused on innovation and collaboration.
- Benefits: Flexible hours, generous paid time off, and meaningful stock options.
- Other info: Enjoy company retreats and a culture that values work-life balance.
- Why this job: Make a real impact by building a modern, AI-native support function.
- Qualifications: 5+ years in technical support with strong troubleshooting skills.
The predicted salary is between 45000 - 50000 £ per year.
We're looking for a Senior Technical Support Engineer to become a technical extension of our Engineering team. This is not a traditional customer support role. You'll investigate complex API and infrastructure issues, help engineers reproduce difficult bugs, improve developer experience, build automation, and continuously raise the quality and efficiency of our technical support function. We have a strong preference for engineers who naturally integrate AI into their daily workflow—not simply as a writing assistant, but as a practical engineering tool for investigation, automation, documentation, analysis, and operational improvement. Beyond solving customer issues, you'll help build a modern, AI-native support function that scales alongside the company.
What this person will do
- Deep technical investigation
- Investigate complex platform, infrastructure, and API issues using logs, metrics, traces, dashboards, and debugging tools.
- Troubleshoot REST APIs, HTTP requests, authentication, JSON payloads, SDKs, webhooks, and distributed systems.
- Reproduce difficult production issues and work closely with Engineering to identify root causes and validate fixes.
- Support customers during complex technical investigations, escalations, and production incidents.
- Improve developer experience
- Identify recurring issues and proactively improve tooling, monitoring, documentation, and customer self-service.
- Create and continuously improve troubleshooting guides, internal playbooks, developer documentation, and knowledge base content.
- Help identify opportunities to simplify developer workflows and reduce customer friction.
- Build scalable support operations
- Design and improve internal tooling, automations, and operational workflows.
- Drive adoption of AI-assisted workflows that improve investigation speed, documentation quality, operational efficiency, and overall developer support.
- Continuously improve support processes in close partnership with Engineering as the company scales.
Requirements
- Technical expertise
- 5+ years of experience in Technical Support Engineering, Developer Support, Solutions Engineering, SRE, or another highly technical customer-facing engineering role.
- Strong troubleshooting and debugging skills across REST APIs, HTTP, authentication, JSON, SDKs, webhooks, and distributed systems.
- Experience investigating production issues using logs, metrics, traces, dashboards, and modern observability platforms.
- Comfortable reading application code and understanding backend systems (Python, Go, Node.js, Java, PHP, or similar).
- Strong analytical thinking and a structured engineering approach to debugging complex systems.
- AI-native working style
- Active, practical use of AI-assisted tools to improve troubleshooting, documentation, analysis, investigation, and day-to-day engineering productivity.
- Experience building automations, scripts, integrations, or AI-enabled workflows that reduce manual work and improve operational efficiency.
- Demonstrated habit of continuously improving personal and team productivity through automation, AI, and process optimisation.
- Curiosity to evaluate emerging AI tools and incorporate those that create measurable value.
- Collaboration & ownership
- Excellent written and verbal communication skills with developers and technical stakeholders.
- High level of ownership with a track record of improving technical processes rather than simply executing existing ones.
- Comfortable working in ambiguous environments where processes are continuously evolving.
Strong differentiators
- Domain expertise
- Experience supporting AI/ML platforms, developer tools, APIs, cloud infrastructure, or technically complex B2B SaaS products.
- Experience supporting infrastructure products where customers are software engineers rather than end users.
- Building & scaling
- Experience building or scaling technical support functions, operational processes, or internal tooling.
- Experience working closely with Platform, Infrastructure, or Product Engineering teams.
- Experience with observability platforms such as Datadog, Grafana, OpenTelemetry, or similar.
- Comfortable discussing technical trade-offs around performance, reliability, scalability, and developer experience.
- AI & automation
- Experience designing or implementing AI agents, LLM-powered workflows, internal AI tools, or support automations.
- Experience integrating AI into operational workflows, documentation systems, developer tooling, or customer support platforms.
- Tools & systems exposure:
- Support platforms: Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar.
- Monitoring & debugging: Datadog, Grafana, Logs, Metrics, Traces, Dashboards.
- Documentation: Notion, Confluence, GitHub Docs.
- Developer tools: Postman, REST APIs, HTTP debugging, JSON, Webhooks, SDK troubleshooting.
Benefits
- We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time.
- We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life.
- Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap.
- Generous paid time off – vacation, sick days, public holidays.
- Meaningful stock options – share in the upside you create.
- Flexible hours – own your schedule outside core collaboration blocks.
- Family leave – paid maternity, paternity, and caregiver time.
- Company retreats – twice-yearly gatherings in inspiring locations.
Senior Technical Support Engineer employer: Runware
Runware is an exceptional employer for those looking to lead in the DevOps space, offering a remote-first work culture that prioritises flexibility and work-life balance. With generous paid time off, meaningful stock options, and opportunities for professional growth through mentorship, employees are empowered to thrive in a fast-paced environment while enjoying the benefits of collaborative retreats twice a year. Join us to shape innovative infrastructure solutions that drive AI delivery globally, all while working from anywhere in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Runware. 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 Runware 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 Senior Technical Support Engineer
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 Runware:Your cover letter is your chance to shine! Tell us why you want to work at Runware 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 Runware!
How to prepare for a job interview at Runware
✨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.
