Support Engineer at Appointedd | Torre
Support Engineer
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Appointedd

Support Engineer

Appointedd
Emma
Emma
You'll drive product stability and customer confidence by resolving complex technical issues.
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Full-time

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Emma of Torre.ai
 about 1 month ago

Requirements and responsibilities

Job descriptionA Software Support Engineer focused on triaging, diagnosing, and resolving technical issues across our platform, acting as a critical bridge between customers, the commercial team, and product engineering.ResponsibilitiesOwn the end-to-end triage process for incoming bugs and technical issues, prioritising by severity and customer impact.Investigate, reproduce, and document issues clearly, escalating to product engineering with detailed context where required.Drive fast, high-quality resolutions to maintain product stability and customer confidence.Serve as a technical point of contact for escalated customer issues, diagnosing problems related to API integrations, webhooks, and data workflows.Communicate clearly with non-technical and technical stakeholders, translating complex issues into understandable updates and next steps.Support customers and internal teams with API and webhook integrations, helping troubleshoot connectivity issues and failures across client systems.Assist with diagnosing integration problems between our platform and clients' custom front-ends, internal tooling, and data exports.Contribute to internal tooling that automates repetitive support and operational tasks, improving team efficiency and reducing manual effort.Support database investigation and minor remediation tasks to assist client success and engineering teams.Use and contribute to our observability platform for log correlation and error monitoring to proactively identify and resolve issues.Help surface patterns in errors or failures that inform longer-term product improvements.Contribute to the out of hours on-call rota for resolving critical priority out of hours incidents. These kinds of escalations are very rare and in general only happen in extraordinary circumstances.Engineers will be provided with the requisite training and documentation as well as monetary compensation for time spent on the rota.RequirementsA growth mindset and a genuine desire to develop deep knowledge of our platform.Strong problem-solving and diagnostic skills — you enjoy getting to the root of an issue.Experience in a technical support, triage, or junior engineering role.Comfortable working with APIs, logs, and basic database queries to investigate issues.A customer-focused approach with excellent communication skills across technical and non-technical audiences.Eagerness to collaborate across engineering and commercial teams.Experience with or exposure to alerting and observability tooling is a plus.Technology stackModern Stack: TypeScript, React, Node.js, tRPC, GraphQL, MongoDB, Storybook & Chromatic, AWS CDK, GitHub Actions (CI/CD).Legacy Stack: PHP, JavaScript, Angular (1.x), Node.js, MongoDB.
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