Senior Technical Support Engineer

Active, practical use of AI-assisted tools to improve troubleshooting, documentation, analysis, investigation, and day-to-day engineering productivity.

Experience building automations, scripts, integrations, or AI-enabled workflows that reduce manual work and improve operational efficiency.

Demonstrated habit of continuously improving personal and team productivity through automation, AI, and process optimisation.

Curiosity to evaluate emerging AI tools and incorporate those that create measurable value.

Excellent written and verbal communication skills with developers and technical stakeholders.

High level of ownership with a track record of improving technical processes rather than simply executing existing ones.

Comfortable working in ambiguous environments where processes are continuously evolving.

Experience supporting AI/ML platforms, developer tools, APIs, cloud infrastructure, or technically complex B2B SaaS products.

Experience supporting infrastructure products where customers are software engineers rather than end users.

Experience building or scaling technical support functions, operational processes, or internal tooling.

Experience working closely with Platform, Infrastructure, or Product Engineering teams.

Experience with observability platforms such as Datadog, Grafana, OpenTelemetry, or similar.

Comfortable discussing technical trade-offs around performance, reliability, scalability, and developer experience.

Experience designing or implementing AI agents, LLM-powered workflows, internal AI tools, or support automations.

Experience integrating AI into operational workflows, documentation systems, developer tooling, or customer support platforms.

Support platforms: Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar

Monitoring & debugging: Datadog, Grafana, Logs, Metrics, Traces, Dashboards

Documentation: Notion, Confluence, GitHub Docs

Developer tools: Postman, REST APIs, HTTP debugging, JSON, Webhooks, SDK troubleshooting