Support Engineer

Appointedd

Software Support Engineer triaging, diagnosing, and resolving technical issues for customers. Acting as a bridge between customers, the commercial team, and product engineering.

Posted 5/1/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.
Serve as a technical point of contact for escalated customer issues, diagnosing problems related to API integrations, webhooks, and data workflows.
Support customers and internal teams with API and webhook integrations, helping troubleshoot connectivity issues and failures across client systems.
Contribute to internal tooling that automates repetitive support and operational tasks, improving team efficiency and reducing manual effort.
Use and contribute to our observability platform for log correlation and error monitoring to proactively identify and resolve issues.
Contribute to the out of hours on-call rota for resolving critical priority out of hours incidents.

Requirements

What you’ll need

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.
Experience in a technical support, triage, or junior engineering role.
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.

Benefits

Comp & perks

On-call responsibilities that are compensated
Training and documentation provided for on-call escalation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

API integrationswebhooksdata workflowslog correlationerror monitoringbasic database queriestechnical supporttriageproblem-solvingdiagnostic skills

Soft Skills

growth mindsetcustomer-focusedexcellent communicationcollaborationeagerness to learnattention to detailadaptabilityteam efficiencyroot cause analysisprioritization