Senior Customer Support Engineer (EMEA) - Remote at TalentCloud Group | Torre

Senior Customer Support Engineer (EMEA) - Remote

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Full-time

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Remote (for United Kingdom residents)
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Emma of Torre.ai
5 months ago

Responsibilities


About the roleOur client is a fast-growing international software company building high-performance developer infrastructure used by teams around the world. To support their expanding customer base, were looking for a Senior Customer Support Engineer to take ownership of complex technical issues, guide customers through challenging scenarios, and help shape a world-class support function.This is a high-impact role for someone who thrives in a technical environment, enjoys problem-solving, and wants to be part of a modern, engineering-driven organization.What You'll DoTechnical Support & TroubleshootingAct as the primary technical contact for customers across EMEADiagnose and resolve complex issues spanning infrastructure, cloud environments, and backend systemsInvestigate customer-reported problems, reproduce scenarios, and collaborate with engineering to drive resolutionsCustomer Success & GuidanceHelp customers get the most out of the platform by providing best-practice guidance and technical recommendationsCommunicate clearly with both technical and non-technical stakeholders, ensuring a smooth and positive support experienceCross-Functional CollaborationWork closely with engineering and product teams to escalate issues, share insights, and influence product improvementsContribute to internal tooling, workflows, and automation to streamline support operationsDocumentation & EnablementCreate and maintain high-quality documentation for internal teams and customersIdentify recurring issues and propose improvements to reduce friction and enhance product reliabilityOperational ExcellenceParticipate in an on-call rotation to ensure timely responses to critical issuesHelp shape support processes as the company scales, bringing structure, clarity, and continuous improvementWhat You BringStrong experience in a customer-facing technical support, DevOps, SRE, or infrastructure-focused roleSolid proficiency in Python or a similar programming languageHands-on experience with Kubernetes and managing workloads in cloud environments (AWS, GCP, or Azure)Ability to troubleshoot distributed systems, cloud services, and backend componentsExcellent communication skills and the ability to translate complex technical topics into clear explanationsFamiliarity with modern search, data, or database technologies is a plusA proactive, ownership-driven mindset and comfort working in a fast-moving environmentMust be based in the EMEA regionWhy This Role Stands OutJoin a remote-first, international team working on cutting-edge developer technologyContribute directly to a growing support organization with room to influence processes and toolingCompetitive compensation, flexible working culture, and opportunities for professional developmentWork in a company that values autonomy, engineering excellence, and continuous improvement