Mekari

Support Engineer

• Hybrid role in UK team blending Product Support and Support Engineering responsibilities
• Provide hands-on support to customers via Zendesk tickets
• Work within the application and on backend integrations to identify and resolve customer issues
• Provide clear, empathetic communication and explain complex technical concepts at the appropriate level
• Investigate and resolve complex customer issues by troubleshooting the codebase, identifying root causes, and implementing fixes or workarounds via code change or no-code tools like Retool
• Submit production-grade code changes for bug fixing or small customization features
• Own Tier-2 escalations end-to-end and act as the primary technical point of contact
• Create and maintain technical documentation including tutorials, troubleshooting guides, and knowledge articles
• Lead detailed technical investigations and establish best practices for technical support delivery
• Advocate for Pave's product value and collaborate with Account Management, Engineering, and Customer Success Engineering teams

Product Support Engineer