Support Engineer

We are looking for a Support Engineer to help formalise and grow our support function. ​​This is a hands-on, operationally focused role that will be based in our Service Operations Engineering team.

Your mission will be to keep our live customer Virtual Agents running smoothly and to help build the processes and tooling to make that easier over time. You will be the first responder for technical issues: triaging problems, coordinating with the right people, and implementing the resolution. You will maintain and update customer workflows, ensure our platform remains secure and healthy, and operate the AI decision engine that drives improvements to our overall system accuracy.

When things are quieter on the operations front, you will contribute to the engineering work that makes the whole team more effective. This will include improving internal tooling, writing runbooks, and helping build self-service capabilities so our internal agent operations teams can resolve more issues independently.

Work closely with our operations engineering lead and customer success team to establish priorities across multiple customers and ensure operational excellence.

Triage and resolve technical issues raised by customers and internal teams.

Lead or contribute to post-mortems when contractual service level agreement breaches occur, identifying root causes and driving preventive improvements.

Operate the AI decision engine to make targeted improvements to automation accuracy.

Update customer workflows when requirements change, working with the customer success team to assess scope and confirm delivery timelines with the customer.

Contribute to internal tooling and automation that will drive efficiency during the day-to-day service operations.

Write and maintain runbooks and documentation that enable our internal agent operations teams to become more self-sufficient over time.

Participate in our 24/7 on-call rotation.