Customer Support Engineer
About The Position
As a Customer Support Engineer, you will be the frontline problem solver for our clients—owning the end‑to‑end case lifecycle and ensuring every interaction is fast, insightful, and high‑quality. You’ll combine technical troubleshooting, product expertise, and AI‑assisted investigation to deliver world‑class support across regions in a follow‑the‑sun model. This position requires regular working hours aligned to Pacific Time (PST), typically: 1pm–10pm, 2pm–11pm or 3pm–12am PST This role will suit someone who is comfortable working later shifts and enjoys supporting customers in global time zones.
Requirements
- 2–4 years of experience in technical or customer support (SaaS preferred)
- Strong troubleshooting skills and ability to learn complex systems quickly
- Excellent communication and multitasking abilities
- Experience with CRM/ticketing tools (ServiceNow) and AI technologies
- A collaborative mindset and curiosity to deepen product and domain expertise
- A customer‑obsessed approach to problem‑solving
Responsibilities
- As a Customer Support Engineer, you will be the frontline problem solver for our clients—owning the end‑to‑end case lifecycle and ensuring every interaction is fast, insightful, and high‑quality.
- Combine technical troubleshooting, product expertise, and AI‑assisted investigation to deliver world‑class support across regions in a follow‑the‑sun model.
- First Contact Resolution
- SLA compliance
- CSAT
- High‑quality case documentation
- Active contribution to knowledge and AI improvements
Benefits
- Generous base salary
- Discretionary company bonus
- Awesome team culture
- Industry leading product
- Flexibility
- Hybrid work basis
- Sustainable work/life balance
- Bright and modern office spaces
- Well-stocked kitchen
- Option to bring your dog to work
- 25 days holiday
- Extra paid day off to enjoy your birthday
- Vitality life cover (for health, sight, hearing and dental)
- Aviva pension (via a salary sacrifice scheme)
- Life assurance
- Income protection
- 1 fully paid volunteering day per year
- Employee matching charity donation scheme
- Options to lease an Electric Vehicle through our salary sacrifice scheme
- 23 vacation days
- 10 sick days
- 1 annual volunteer day
- 1 day off for your birthday
- Medical, dental and vision coverage at 96% of the payroll cost at the employee-only coverage level
- Medical, dental and vision coverage at 80% for employee plus dependent levels
- 1x your annual salary in Life and AD&D coverage
- 5% match on your 401(k)
- No vesting schedule after your first 90 days
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
