Senior Technical Support Engineer
New
R
RunwareB2B SaaS
United KingdomFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Node.jsPHPPythonJavaGoRESTful APIsJSON
Requirements
- 5+ years of experience in Technical Support Engineering, Developer Support, Solutions Engineering, or SRE.
- Strong troubleshooting and debugging skills across REST APIs, HTTP, authentication, JSON, SDKs, webhooks, and distributed systems.
- Experience investigating production issues using logs, metrics, traces, dashboards, and observability platforms.
- Ability to read application code (Python, Go, Node.js, Java, PHP, or similar).
- Active, practical use of AI-assisted tools for troubleshooting, documentation, and analysis.
- Experience building automations, scripts, or AI-enabled workflows.
- Excellent written and verbal communication skills.
- Experience supporting AI/ML platforms, developer tools, or complex B2B SaaS products.
- Experience with observability tools like Datadog, Grafana, or OpenTelemetry.
Responsibilities
- Investigate complex platform, infrastructure, and API issues using logs, metrics, traces, and dashboards.
- Troubleshoot REST APIs, HTTP requests, authentication, JSON payloads, SDKs, and webhooks.
- Reproduce difficult production issues and collaborate with engineering to identify root causes and validate fixes.
- Support customers during complex technical investigations, escalations, and production incidents.
- Create and update troubleshooting guides, internal playbooks, and developer documentation.
- Design and improve internal tooling, automations, and operational workflows.
- Drive the adoption of AI-assisted workflows to improve investigation speed and operational efficiency.
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