Founding Product Support Engineer

About the Role:

We're looking for a Product Support Engineer who thinks like an engineer, communicates like a PM, and isn't afraid to own the messy middle between “customer reported a bug” and “engineering shipped a fix.” You'll be our first line of defence in product support, keeping releases predictable and turning customer friction into a well-managed enhancement pipeline. If you like bringing order to fast-moving processes and translating cleanly between customers, support, and engineering, this is your kind of team.

What you'll do

• Own testing and release documentation - build and maintain test plans, release notes, and QA checklists that keep every deployment predictable
• Be the first line of defence in product support - triage incoming issues, reproduce bugs, and separate genuine defects from usage gaps before they reach engineering
• Manage product onboarding and documentation - create and maintain onboarding flows, help docs, and internal knowledge bases
• Manage the enhancement pipeline for the product - collect, prioritize, and track feature requests and improvements from support tickets through to shipped releases

What you bring

• 4-6 years of experience in testing and workflow management, ideally in a fast-scaling startup environment
• Strong project management and communication skills - able to translate between customers, support, and engineering without losing information in the handoff
• A track record of scaling processes - you've taken something ad hoc and made it repeatable at better scale
• Hands-on experience with SQL, Linear, and testing frameworks
• Experience with test automation using Playwright and Selenium
• Exposure to Python and data visualization tools