About this role
As our product keeps evolving and scaling to support more customers than ever before, we’re looking for a diligent, proactive, and problem-loving Product Support Engineer to join our team! 🛠️ You’ll provide technical support for our software, working closely with Customer Success and Engineering to diagnose and resolve user issues. You’ll help tackle complex bugs, contribute to challenging investigations, and share learnings that help the team better support our users. If you enjoy debugging tough problems and collaborating across teams, this role is for you.This role focuses on supporting a software product rather than internal IT systems or hardware, and is well suited to candidates who enjoy problem-solving and understanding how complex applications behave in real-world environments. 🔍 Problem-solving like a detective – Some issues will be straightforward, others subtle and elusive. Your job is to hunt them down and squash them. You'll be one of the people everyone turns to when "it works on my machine" just won't cut it. 🤝 Collaborating with the dream team – Work closely with Engineering and Customer Success teams to resolve issues fast, escalate trickier bugs, and suggest systemic fixes where needed. 🧙 Process improving wizardry – We've built a solid support process. Now the challenge is scaling it as we grow. You'll bring fresh perspective and ideas, drawing on your experience, approaches, or process improvements that help us stay smooth, fast, and scalable. 📬 Being the Zendesk master – Own the support tooling end-to-end using Zendesk, ensure tickets are actioned quickly, and make recommendations on improvements that reduce time-to-resolution. Maintain and update documentation to ensure the source of truth is up to date. 🌟 Supporting users, delighting customers – Whether it's a candidate struggling to sign in or an obscure backend issue, you'll ensure our users always feel supported and heard.