Support Engineer

As our product keeps evolving and scaling to support more customers than ever before, we’re looking for a diligent, proactive, and problem-loving Product Support Engineer to join our team! You’ll provide technical support for our software, working closely with Customer Success and Engineering to diagnose and resolve user issues. You’ll help tackle complex bugs, contribute to challenging investigations, and share learnings that help the team better support our users. If you enjoy debugging tough problems and collaborating across teams, this role is for you. This role focuses on supporting a software product rather than internal IT systems or hardware, and is well suited to candidates who enjoy problem-solving and understanding how complex applications behave in real-world environments.

Key Responsibilities

• Problem-solving like a detective – Some issues will be straightforward, others subtle and elusive. Your job is to hunt them down and squash them.
• Collaborating with the dream team – Work closely with Engineering and Customer Success teams to resolve issues fast, escalates trickier bugs, and suggest systemic fixes where needed.
• Process improving wizardry – We've built a solid support process. Now the challenge is scaling it as we grow. You'll bring fresh perspective and ideas, drawing on your experience, approaches, or process improvements that help us stay smooth, fast, and scalable.
• Being the Zendesk master – Own the support tooling end-to-end using Zendesk, ensure tickets are actioned quickly, and make recommendations on improvements that reduce time-to-resolution.
• Maintain and update documentation to ensure the source of truth is up to date.
• Supporting users, delighting customers – Whether it's a candidate struggling to sign in or an obscure backend issue, you'll ensure our users always feel supported and heard.

Skills, Knowledge and Expertise

Hard Skills

• Zendesk experience (or other customer service and engagement platform) – You've used a support system at scale and know how to optimise it for speed and clarity.
• MongoDB and database know-how – Tickets often require you to read, query, and troubleshoot production data with confidence, and you're comfortable handling data migrations when needed.
• Scripting knowledge – You're comfortable reading through our codebase (TypeScript) to trace and diagnose root causes, run diagnostics, write quick scripts, and understand logs.

Soft Skills

• Proactive – You don't wait for problems; you anticipate them, flag them, and fix them.
• Autonomous – You'll take high ownership and self-motivation, while working closely with the rest of a three person team to share context and support each other.
• Problem Solver – You live for the can't reproduce bugs and messy edge cases.
• Strong Communicator – You'll be interfacing with our Customer Success team, engineers, end-users, and potentially clients directly. Clarity and empathy go a long way.
• Kind and collaborative – While you'll bring your own initiative, you're excited to engage across teams to improve the whole user experience.

What we offer

• 24 days holiday + Bank Holidays + your birthday off
• £1200 annual benefits allowance (ThanksBen, from month 2)
• Early finish Fridays (16:00)
• Yearly company retreat abroad
• 30 days to Work from anywhere
• Enhanced Maternity, Paternity, and Adoption Leave (13 weeks full pay, 17 weeks half pay, then SMP for maternity, 1 month full pay for paternity/adoption)
• Statutory pension with NEST (3% employer, 5% employee)
• Zinc shares, issued through the EMI Scheme
• Unlimited access to Spill Therapy
• Company socials, quarterly team socials
• Free Monday lunches
• Nursery workplace benefit scheme (Yellownest)
• Option to lease an electric car through Electric Car Scheme
• Celebrated Zinc anniversaries