Support engineer (UK)

📋 Description Own the triage and resolution of complex customer production issues through Salesforce, email Guide technical end users directly by debugging and refining custom-built Python and no-code agents Serve as Tier 2 advanced support to monitor and tackle complex production issues through monitoring Drive technical investigations and escalate technical issues to product and engineering teams Shape product roadmap by gathering and sharing platform feedback and feature requests Build and maintain automated diagnostic tools and scripts to scale support operations 🎯 Requirements 5+ years of experience providing technical support for an enterprise B2B SaaS organization Deep technical proficiency with cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Strong skills in RESTful API debugging, integration, and usage Comfortable working on-screen with customers and communicating empathetically Excellent written and communication skills Experience with GenAI and LLMs is a huge bonus 🎁 Benefits Generous PTO plus company holidays Comprehensive medical and dental insurance (UK) or medical, dental, and vision coverage (US) Paid parental leave for all parents (16 weeks) Fertility and family planning support Early-detection cancer testing through Galleri Competitive pension scheme and company contribution (UK) or 401k (US)