Hybrid Technical Support Engineer

at Metaview

• Job title: Technical Support Engineer
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, London, United Kingdom

About the role

• Technical Support Engineer in an AI company managing troubleshooting issues and customer interactions. Collaborating with various teams to enhance internal tools and processes in a hybrid environment.

Responsibilities

• We're building out our first dedicated technical support function so our customers continue to get fast, expert troubleshooting and technical guidance on complex issues as we continue to scale.
• As our Technical Support Engineer, you'll become the go-to expert on how Metaview actually works under the hood—digging into logs, spotting patterns, and turning one-off problems into scalable solutions.
• You'll work closely with our Customer Success, Sales, Engineering teams, and you'll have real ownership over the internal tools and processes that make troubleshooting faster and more self-serve over time.
• Take end-to-end ownership of escalated technical issues, ensuring they’re investigated and resolved quickly.
• Use internal logs and tooling to diagnose issues, identify root causes, and clearly distinguish between configuration, customer-environment, and product problems.
• Design and maintain lightweight internal tools and workflows that make recurring investigations faster and more self-service for the CS team.
• Create and continuously improve internal documentation so that both humans and AI-powered tools can reliably surface the right answers.
• Partner with Account Managers on key enterprise accounts, joining calls when needed to guide customers through technical troubleshooting.
• Collaborate with Engineering to provide clear, well-scoped, and context-rich bug reports that accelerate prioritisation and fixes.

Requirements

• 1–3 years in a customer-facing technical support, solutions, or similar role at a B2B software company.
• Comfort digging into logs, systems, and documentation to get to root causes,
• Experience translating ambiguous customer issues into clear, structured problem statements and next steps.
• Demonstrated ability to collaborate closely with Customer Success, Sales and Engineering, providing crisp, context-rich escalations.
• SQL experience and basic coding proficiency; familiarity with low-code / internal tooling or a strong interest in building simple tools and automations to reduce manual work.
• Clear, concise written and verbal communication, especially when explaining complex issues to non-technical stakeholders.
• High ownership mindset: you’re hands-on, proactive, and motivated by improving the underlying system—not just closing tickets.

Benefits

• The best co-workers you’ll ever have, in an environment that fosters cohesion, collaboration, and performance.
• Supreme rate-of-learning as we re-orient how the world works with AI.
• High compensation, through cash and equity.
• All the benefits you’d expect and more.