Technical Support Engineer
About Us
We are in the middle of an amazing opportunity as the landscape for software development evolves quickly. We are transitioning from companies asking themselves “what can I build?”, to asking themselves “what can I get into production without tanking my product or exposing it, while having the biggest impact?”. More and more companies are leveraging tools like feature flags to safely release things into production. The future will be even faster product iteration with feature flags, and feedback loops that drive releases that are fast, safe, and deliver impact!
Flagsmith is on a mission to empower large teams to ship faster. We’re currently fueled by our customer growth - which comes from helping larger teams take control of their release processes and drive product iteration. We work across all industries but have the biggest impact on high-risk environments like financial services, healthcare, telecommunications, and high tech manufacturing. We've built trust with our customers evidenced by our best in class net retention rates!
Our team spans multiple continents and is 100% remote, with deep roots in engineering and a strong focus on product quality, simplicity, and community. We are filled with team members who have been searching to have impact, and larger scope as opposed to being a cog at a large organisation!
We’re growing our engineering team to build on the foundation that we have, and are looking for a keen technophile to join our ranks as we take the next step in our growth journey.
What We’re Looking For
Our customers are software engineers, platform teams, and SREs. You'll spend your day talking to people who read code, debug production systems, and care about what's happening under the hood, so you need to speak their language. The ideal candidate has strong computer science fundamentals and genuine enjoyment in untangling complex technical problems across multiple stacks and languages.
What You’ll Do
- Own the support process end-to-end for non-enterprise customers, from first response through to resolution.
- Assist the Customer Success team with initial triage and reproduction of technical issues raised by enterprise customers across multiple different deployment types, and multiple programming languages. Examples of scenarios include:
- Integration issues in our customer’s applications
- Technical faults in our SaaS platform
- Answer technical questions and provide hands-on assistance for new and prospective customers.
- Escalate confirmed bugs directly to engineering with clear reproduction steps and impact context.
- Work engineering-adjacent from day one: reproducing bugs against the codebase, reporting them to engineering with clear reproduction steps, and partnering on technical investigations.
What You’ll Bring
- A CS degree or similar STEM qualification.
- Strong technical fundamentals and the ability to pick up new technologies quickly.
- Excellent troubleshooting skills, with demonstrated ability in root cause analysis across multiple stacks, and a working understanding of how software systems actually run in production.
- Understanding of modern software development best practices.
- Strong written communication skills.
- A keen curiosity for all things technical.
- A love of open-source technologies, and contributions to multiple open-source projects.
Nice to Haves
- Professional experience in a technical support or engineering role.
- Customer-facing experience, even informal such as tutoring or mentoring.
- Experience working with feature flagging technologies.