Customer Support Engineer
Full-time
Mid
Description
Support Engineer – SaaS / Digital Platforms
We are looking for a Support Engineer to join a growing Digital & SaaS business, working across mobile apps, CMS platforms, third-party integrations and digital publishing technologies. This is a hands-on role where you’ll be supporting customers, troubleshooting technical issues, and improving support processes as the company continues to scale.
This position is ideal for someone with technical support or digital operations experience who wants more ownership, broader technical exposure, and the opportunity to influence how support is delivered.
• Own and troubleshoot customer support requests from triage through to resolution
• Configure, build and submit mobile apps using internal tools
• Investigate and diagnose issues across app builds, content feeds, analytics, subscriptions and CMS integrations
• Support onboarding of new customers, collaborating with Customer Success and Project Managers
• Identify improvements to support workflows, documentation, tooling and automation
• Coordinate simple technical requirements with developers (e.g., subscriptions setup, CMS adjustments)
• Create and maintain internal and customer-facing documentation
• Contribute to improving quality across the support function by suggesting enhancements and identifying recurring issues
About You
• Experience in technical support, digital operations or a similar role
• Strong problem-solving skills and high attention to detail
• Ability to explain technical concepts clearly and simply
• Familiarity with CMS platforms, mobile apps, APIs or web technologies
• Experience improving support processes or documentation (desirable)
• Basic scripting, coding or debugging skills (a bonus)
• Excellent communication skills
• Curious, proactive and eager to learn
About the Company
• Fast-growing SaaS business powering digital products for major media and publishing brand
• Operates mobile apps and digital platforms used by leading news, magazine, B2B and membership organisations
• Collaborative teams located in the UK and internationally
• Strong customer partnerships and a reputation for delivering high-quality digital products
Benefits
• Hybrid working and shorter days on Wednesdays and Fridays
• Performance-related bonus scheme
• Wellbeing support and healthcare options
• Volunteering days every year so that you can support a charity that’s close to your heart
• Training and conference budgets that help you stay on the top of your game
• Loads of team social activities
• You’ll be working with the world’s best media companies
• Alongside an awesome, vibrant team of technology professionals
• With a set of values that puts an emphasis on quality of life for all of our team members
We are looking for a Support Engineer to join a growing Digital & SaaS business, working across mobile apps, CMS platforms, third-party integrations and digital publishing technologies. This is a hands-on role where you’ll be supporting customers, troubleshooting technical issues, and improving support processes as the company continues to scale.
This position is ideal for someone with technical support or digital operations experience who wants more ownership, broader technical exposure, and the opportunity to influence how support is delivered.
• Own and troubleshoot customer support requests from triage through to resolution
• Configure, build and submit mobile apps using internal tools
• Investigate and diagnose issues across app builds, content feeds, analytics, subscriptions and CMS integrations
• Support onboarding of new customers, collaborating with Customer Success and Project Managers
• Identify improvements to support workflows, documentation, tooling and automation
• Coordinate simple technical requirements with developers (e.g., subscriptions setup, CMS adjustments)
• Create and maintain internal and customer-facing documentation
• Contribute to improving quality across the support function by suggesting enhancements and identifying recurring issues
About You
• Experience in technical support, digital operations or a similar role
• Strong problem-solving skills and high attention to detail
• Ability to explain technical concepts clearly and simply
• Familiarity with CMS platforms, mobile apps, APIs or web technologies
• Experience improving support processes or documentation (desirable)
• Basic scripting, coding or debugging skills (a bonus)
• Excellent communication skills
• Curious, proactive and eager to learn
About the Company
• Fast-growing SaaS business powering digital products for major media and publishing brand
• Operates mobile apps and digital platforms used by leading news, magazine, B2B and membership organisations
• Collaborative teams located in the UK and internationally
• Strong customer partnerships and a reputation for delivering high-quality digital products
Benefits
• Hybrid working and shorter days on Wednesdays and Fridays
• Performance-related bonus scheme
• Wellbeing support and healthcare options
• Volunteering days every year so that you can support a charity that’s close to your heart
• Training and conference budgets that help you stay on the top of your game
• Loads of team social activities
• You’ll be working with the world’s best media companies
• Alongside an awesome, vibrant team of technology professionals
• With a set of values that puts an emphasis on quality of life for all of our team members