Technical Support Engineer, EMEA in London

Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster.

The Opportunity

We seek a Technical Support Engineer to join our team and deliver excellent service for a leading global SaaS company with millions of users. You will engage with customers, both technical and non-technical, on a personal level, across multiple support channels—including phone support. Familiarity with key languages like JavaScript, Node.js, and PHP is highly valued. Don't hesitate to apply even if you don't meet all the requirements—we welcome applicants from diverse backgrounds, including those without customer-facing experience.

Location requirement: This role is open to candidates based in London, UK. Timezone alignment: This role is aligned to London time (GMT/BST).

What You’ll Do

• Become a technical expert on the Postman platform
• Take ownership of customer reported issues and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Work with engineering, product, and customer teams to ensure speedy resolution
• Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users
• Contribute to our FAQs, which serve as our customer’s knowledge base
• Interact with Postman's developer community of 15 million+ via our support channels, our public Github issue tracker and the community
• Achieve key metrics around CSAT, responsiveness, and # of iterations to a successful resolution
• Provide real-time customer support via phone (and/or screen-sharing when appropriate), including triage, troubleshooting, escalation coordination, and clear follow-ups in writing
• Participate in weekend coverage to support customers outside of standard weekday hours, ensuring consistent responsiveness and handoffs across a globally distributed team

About You

• 2+ years of experience doing technical product support for a modern / SaaS product
• Previous experience with API Development / SaaS products
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
• Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
• Able to work asynchronously with a globally-distributed team
• Familiarity with support platforms like Jira, Github, and Confluence
• Comfortable providing customer support over the phone, including explaining technical concepts live, guiding troubleshooting steps, and maintaining a calm, structured approach during high-urgency issues
• Able to work standard hours aligned to London time (GMT/BST)
• Participate in weekend coverage as part of the role (via a rotating schedule or shifted week); timing and frequency may evolve as the team grows

What Else?

In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Along with that, our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves.

At Postman we value in person collaboration. We are in office 5 days a week for all roles based out of our hubs in San Francisco Bay Area, Boston, Austin, Tokyo and London. For roles based in Bangalore, employees currently work in the office three days a week and will transition to five days per week by the end of the year. We were thoughtful in our approach which is based on collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our in office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom.

Our Values

At Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

Equal opportunity

Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.