Support Engineer

Job description

Job description A Software Support Engineer focused on triaging, diagnosing, and resolving technical issues across our platform, acting as a critical bridge between customers, the commercial team, and product engineering. Responsibilities: Bug Triage & Issue Resolution: - Own the end-to-end triage process for incoming bugs and technical issues, prioritising by severity and customer impact. - Investigate, reproduce, and document issues clearly, escalating to product engineering with detailed context where required. - Drive fast, high-quality resolutions to maintain product stability and customer confidence. Customer-Facing Technical Support: - Serve as a technical point of contact for escalated customer issues, diagnosing problems related to API integrations, webhooks, and data workflows. - 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 across client systems. - Assist with diagnosing integration problems between our platform and clients' custom...