Are you a strong Support Engineer who wants more than a ticket queue? Ready to own a support function, get hands‑on in the codebase every day, and help scale a product that’s genuinely making schools better? This might be the role for you.
The company
Our client is a fast‑growing EdTech company on a mission to fix the chaos of school management. Schools are juggling siloed systems that don’t talk to each other – creating duplication, frustration, and wasted time. Our client is changing that with one AI‑powered platform covering everything from club sign‑ups and attendance to parental consent, medical data for trips, and real‑time notifications. They started by dominating music department management and are now scaling that approach across schools.
Over 260 schools are already on board – and they’re building towards 1,000. The team is close‑knit, ambitious, and based in a modern office in Vauxhall.
The role
This is a pivotal, senior hire. You will own the entire support function. Not manage it from a distance, but be in it every day. Most of your time will be spent in the codebase, diagnosing and fixing live issues directly alongside the Engineering team. You’ll also be the face of the company to customers when things go wrong: communicating with clarity, empathy, and urgency.
You’ll manage the existing Support Engineer and have the mandate to grow and shape the team as the business scales. This is a role for someone who wants real ownership, loves getting into the detail, and is hungry to build something exceptional.
Day to day includes:
- Take full ownership of the support function – setting the direction, standards, and culture
- Manage and mentor the existing Support Engineer, acting as their day‑to‑day line manager
- Spend most of your time in the codebase – diagnosing, debugging, and fixing live issues directly (React/TypeScript, Node.js, MongoDB, Google Cloud)
- Act as the escalation point for complex or high‑impact issues, digging into root causes rather than applying quick patches
- Define, own, and maintain SLAs across all customer tiers – and ensure customers are always proactively kept in the loop
- Deliver clear Root Cause Analysis (RCA) documents following significant incidents
- Work closely with Engineering to triage and resolve bugs in live environments (there’s no formal QA function – rigour here really matters)
- Champion AI tools and automation to make the support function smarter, faster, and more scalable
- Use support data and metrics to identify patterns, recurring issues, and product improvement opportunities
- Build the processes and team needed to take them from 260 to 1,000 customers without dropping the ball
The package
- 6 monthly pay reviews
- 22 days holiday plus bank holidays, rising with service
- Uncapped training and development budget
- Fast‑growing company with real room for progression and the chance to shape your role
- Modern office in Vauxhall
- Weekly team lunches
- Vibrant team with regular socials – pool, darts, drinks, and team retreats
- Opportunity to work in a uniquely high‑performance team – if you’re impatient for progress, this is the place you’ll thrive
To be successful, you will…
- Have proven experience in a technical support role, ideally in a SaaS or EdTech environment
- Be genuinely comfortable working in the codebase – reading, debugging, and fixing issues in live environments is a core expectation, not an occasional ask
- Have progressed through Tier 1 / Tier 2 / Tier 3 support into a senior or lead position – or already be operating at that level
- Have experience managing or mentoring junior support colleagues
- Be familiar with some or all of the tech stack: React/TypeScript, Node.js, MongoDB, React Native, Google Cloud, Cloudflare, CI/CD pipelines
- Be highly organised and able to manage multiple open issues simultaneously without dropping the ball
- Have strong written communication skills – clear, empathetic, and professional in all customer interactions
- Be analytical – someone who enjoys finding root causes, not just quick fixes
- Have a track record of using AI tools (ChatGPT, Copilot, or similar) to drive efficiency and reduce repetitive workload
- Be proactive, take initiative, and identify improvements without being prompted
- Be comfortable working in a fast‑paced scale‑up where processes are still being built
- Genuinely care that issues get resolved – this is not a 9‑5 role; ownership is everything here
Apply!
If you’re a driven Support Engineer who wants to own something, build something, and work with a team that genuinely cares about what they’re building – apply now.
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