Customer Support Engineer

We are in the business of acquiring enterprise software companies and transforming them into AI-native, profitable, scalable businesses. By prioritising Customer Success, we enable companies with strong product-market fit to emerge as market leaders through sustained product innovation and high-quality professional services delivered via our global team. We are a remote-first company and our team is spread across the globe

We are hiring a Customer Support Engineer to be the primary point of contact for customers across our portfolio of acquired SaaS products. You will own tickets end-to-end — triaging, investigating, and resolving technical issues, escalating complex cases to engineering, and helping build the knowledge base that keeps our support operation scalable and consistent. This is not a script-reading role. You will need genuine curiosity about how software works, the ability to reproduce and diagnose issues in cloud-hosted environments, and the communication skills to translate technical findings into clear, reassuring updates for customers. We are big believers in AI-augmented work. In this role, you will be expected to use AI tools intensively — for troubleshooting, communication, knowledge base search, solution generation, and more. The goal is not to replace your thinking but to make you dramatically faster and more effective at everything you do. If you are the kind of person who is already finding ways to use AI in your daily workflow and pushing its limits, you will fit right in. This is a remote-first role. Given our customer base, we are looking for candidates able to cover US business hours.

• 6+ years in a technical support or customer success engineering role — SaaS environment is a must, not a preference • Strong written communication skills — able to produce clear, precise resolution statements, customer-facing updates, and internal escalation notes that anyone can act on without interpretation • Experience working in AI-augmented support environments — comfortable using AI tooling as part of daily workflow • Strong analytical thinking and problem-solving skills — able to break down complex issues methodically, cut through noise, and identify root causes without over-complicating the path to resolution • Proven track record handling escalations and high-severity incidents — calm under pressure, decisive in triage, and clear in communication when it matters most • Solid understanding of REST APIs — able to independently read request/response payloads, trace integration failures, and diagnose API behaviour without guidance • Hands-on SQL experience — able to write queries for data validation, investigate data inconsistencies, and support debugging across relational databases • Comfortable reading .NET/ASP.NET and React code — enough to understand application behaviour and hold informed technical conversations with engineering • Proficient in log analysis across cloud-hosted environments — able to identify anomalies, trace error origins, and extract meaningful diagnostic information independently • An eye for patterns and automation opportunities — naturally spots repetitive processes, recurring issue types, and candidates for systematic fixes or AI-assisted resolution • Experience working with ticketing systems (Zendesk, Jira Service Management, Freshdesk, or equivalent) • Proven ability to follow and author troubleshooting runbooks without ambiguity • Highly organised and able to manage competing priorities across a live queue without losing pace or quality • Collaborative mindset: comfortable working across support, engineering, and product teams in a remote-first environment

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