Bug Triage & Issue Resolution: Support the end-to-end triage process for incoming bugs and technical issues, helping to prioritise by severity and customer impact.
Investigate, reproduce, and document issues clearly, escalating to product engineering with detailed context where required.
Contribute to fast, high-quality resolutions to maintain product stability and customer confidence, with support from senior engineers.
Customer-Facing Technical Support: Act as a technical point of contact for customer issues, helping to diagnose problems related to API integrations, webhooks, and data workflows alongside senior colleagues.
Communicate clearly with non-technical and technical stakeholders, translating complex issues into understandable updates and next steps.
API & Webhooks Support: Support customers and internal teams with API and webhook integrations, helping troubleshoot connectivity issues and failures.
Internal Tooling & Automation: Contribute to internal tooling that automates repetitive support and operational tasks, improving team efficiency.
Observability & Monitoring: Use and contribute to our observability platform for log correlation and error monitoring.
Product Engineering Contribution: Pick up defined engineering tasks from the product backlog, working alongside senior developers to ship features.

A growth mindset and a genuine desire to develop deep knowledge of our platform.
Strong problem-solving and diagnostic skills — you enjoy getting to the root of an issue.
Some coding ability in one or more languages relevant to our stack (TypeScript, JavaScript, or similar) — you don’t need to be an expert, but you should be comfortable reading and writing code.
Comfortable working with APIs, logs, and basic database queries to investigate issues.
A customer-focused approach with excellent communication skills across technical and non-technical audiences.
Eagerness to collaborate across engineering and commercial teams.
Experience with or exposure to alerting and observability tooling is a plus.
Experience with AI engineering, LLM tooling, or AI-assisted workflows is a bonus.

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