Support Engineer, Buyers

What you’ll do

Support here is debugging with a customer on the other end: when a call is refused, you find which admission check turned it down and reply with the fix. When the cause is a bug, you write it up so the buyers who come next never need to open a ticket — that is what this role is measured on.

• Help buyers install servers across the MCP clients they use, even when a server behaves differently in each.
• Read the call log before replying: which tool ran, with which arguments, what came back and how long it took.
• Explain unexpected charges: we are the merchant of record, so every line on an invoice is ours to explain.
• Hand problems that belong to a publisher over to them, with the log attached.

What we’re looking for

• Experience supporting a technical product, and comfort with a terminal, a log and a customer at the same time.
• You are comfortable reading a stack trace.
• You write like a person, not like a macro.
• You want a daytime schedule: no follow-the-sun rota and no night shifts.
• Not required: any particular helpdesk product. The role has no sales or upsell targets.

What success looks like

Signs the role is going well.

1. Tickets closed by editing the docs

   Fixing the docs closes a ticket for everyone; an answer closes it only for the buyer who asked.

2. The questions buyers keep asking

   Written up in the docs, with your name on the change.

Hiring process

Every conversation is scheduled inside your working hours.

1. 01

   Intro call

   With the person who runs support, at a time that suits you rather than us.

2. 02

   Ticket session

   Real, anonymised tickets: your replies and escalations. A paid session.

3. 03

   The team

   Support engineers from other time zones, on what they hand over.

4. 04

   Close

   The offer, the rota, and your questions.

Written feedback either way · a decision after the final conversation.