Technical Support Engineer

Who you are

• We’re looking for a customer-focused, creative, and collaborative team member who takes ownership, moves with urgency, and continuously looks for ways to improve the support experience
• 2+ years of experience in customer service, technical support, or a related customer-facing role
• Strong technical aptitude and exceptional written and verbal communication skills
• An empathetic, customer first mindset with a demonstrated commitment to advocating for customers
• The ability to prioritise effectively, manage competing requests, and escalate issues with sound judgment
• Excellent troubleshooting, analytical, and problem-solving skills
• A proven ability and enthusiasm for working cross-functionally
• A collaborative, team- and goal-oriented approach, with a focus on high-quality execution, strong ownership, and low ego
• Basic familiarity with Service Cloud or another customer service or support platform
• The unrestricted right to work in the United Kingdom

What the job involves

• As a Technical Support Engineer, EMEA you will play a critical role in delivering an exceptional customer experience.
• You will serve as a trusted point of contact for technical support questions, using your deep product knowledge, technical aptitude, and empathy to diagnose issues and drive them to resolution.
• We are currently only considering candidates based in and around London. As this is a hybrid role, office attendance is required at least twice a week for collaboration and connection. There may be additional in-office days for team or company events
• Provide responsive, thoughtful, and high quality technical support to new and existing customers through email, chat and phone
• Investigate, troubleshoot, replicate, and resolve product issues and answer How-To questions
• Partner cross functionally with Account Executives and other internal teams to create a seamless post deployment customer experience
• Identify recurring customer questions and knowledge gaps, then partner with Technical Writers to improve Help Center content and other support resources
• Translate customer feedback and support trends into actionable insights that inform product improvements, roadmap decisions, and the broader customer experience
• Deliver a proactive, white glove support experience by anticipating customers’ likely follow up questions, identifying potential downstream issues, and providing clear guidance, relevant context, and defined next steps
• Identify opportunities to improve support workflows, triage practices, and the process for evaluating product feedback and enhancement requests
• Use AI thoughtfully to streamline support processes, improve response quality, and reduce ticket handle time while maintaining a high standard of customer care

Benefits

• Dental, and vision insurance
• 401K
• Wellness reimbursement
• Flexible vacation policy
• Generous parental leave for both primary and secondary caregivers
• Work from home opportunities
• Health insurance