SourceWhale

Customer Support

• Owning inbound support conversations in Intercom, from first response through to resolution and follow-up.
• Diagnosing and troubleshooting technical issues such as integrations, sync issues and data discrepancies.
• Reproducing issues reliably and capturing high-quality technical detail
• Communicating clearly with customers via chat, email, phone or video calls setting expectations and providing timely updates.
• Working cross-functionally with Product and Engineering to escalate issues, validate fixes and improve the product.
• Identifying recurring themes and pain points, collecting customer feedback, and helping guide prioritisation of product improvements.
• Creating and updating Intercom articles and FAQs to support automated customer support.
• Improving internal troubleshooting playbooks and support processes to increase speed and consistency.
• Continuously building your knowledge of our products, integrations, and the recruitment tech ecosystem.

Customer Support Specialist

Sales Development Rep

• 50% identifying and contacting prospective customers via phone, email and other messaging (using SourceWhale itself!) to book Sales Qualified Meetings
• 30% attending and supporting Account Executives on customer demos
• 10% providing prospect and customer feedback to the Product/Development team about the SourceWhale platform
• 10% managing your sales pipeline and other admin tasks

Sales Development Representative

Full-stack Engineer

• Lead complex technical delivery.
• Own the delivery of complex features and systems end-to-end.
• Break ambiguous product problems into scalable technical solutions.
• Balance speed, maintainability, reliability, and customer value in decision-making.
• Guide implementation decisions and technical trade-offs across the stream.
• Write maintainable, predictable, scalable code.
• Perform thoughtful technical reviews that improve both code quality and engineer capability.
• Influence architecture & design.
• Mentor & elevate engineers.
• Improve reliability & operations.
• Collaborate cross-functionally with Product and QA.

Senior Software Engineer

• Lead complex technical delivery
• Own the delivery of complex features and systems end-to-end
• Break ambiguous product problems into scalable technical solutions
• Balance speed, maintainability, reliability, and customer value in decision-making
• Guide implementation decisions and technical trade-offs across the stream
• Drive technical excellence
• Write maintainable, predictable, scalable code
• Perform thoughtful technical reviews that improve both code quality and engineer capability
• Shape patterns, standards, and approaches that improve consistency across the stream
• Identify and resolve systemic technical issues, not just isolated bugs
• Influence architecture & design
• Design efficient, scalable systems with long-term maintainability in mind
• Evaluate architectural trade-offs across integrations, APIs, infrastructure, and product workflows
• Anticipate scaling challenges and operational risks early
• Contribute to broader engineering discussions through technical leadership and peer influence
• Mentor & elevate engineers
• Coach junior engineers on implementation, debugging, design patterns, and engineering practices
• Provide timely, actionable technical feedback
• Support a culture of collaboration, ownership, accountability, and continuous improvement
• Lead through example by modelling strong engineering judgement and professionalism
• Improve reliability & operations
• Improve deployment reliability, monitoring, and observability across the stream
• Participate in and lead production incident response where needed
• Drive actionable post-mortems and operational improvements
• Advocate for proactive quality practices that reduce long-term operational risk
• Collaborate cross-functionally
• Partner closely with Product and QA to ensure the team understands what is being built, why it matters, and how quality is maintained
• Simplify complex technical concepts for non-technical stakeholders
• Communicate risks, dependencies, and trade-offs clearly and early