AI Support Engineer — Frontline for Scale & Enterprise

Profound; Greater London; On-site; GBP 82,000 - 93,000; Full time

Job summary

Profound, a fast‑growing AI marketing platform, seeks a Support Engineer to join the front line and help keep customers running. You’ll triage tickets, reproduce bugs from logs, and elevate code‑level issues with clear repro steps, working closely with Engineering, Product, and Customer Success.

You’ll shape best‑in‑class support in the AI search space, contribute to runbooks and tooling, and grow deep expertise across Profound’s integrations like Cloudflare, Vercel, AWS, WordPress, Sanity, and

Qualifications

• 0–2 years of technical support or engineering experience with a technical foundation
• Comfort reading logs, writing basic queries, debugging web tech like DNS/HTTP/JS
• Excellent written communicator with customers and engineers
• High ownership and customer empathy in ticket handling
• Fast, curious learner in a high-iteration environment
• Willing to participate in on‑call rotations
• Interest or experience in AI/ developer tools is a plus

Responsibilities

• Own the front line of Profound's ticket queue: triage, investigate, and resolve issues
• Reproduce bugs, read logs, and write repro steps to Engineering
• Meet response/resolution SLAs and contribute to core metrics
• Participate in on‑call rotations and handoffs across regions
• Write and maintain internal runbooks and public knowledge base articles
• Develop hands‑on expertise in Profound's integrations: Cloudflare, Vercel, AWS, WordPress, Sanity, Contentful
• Surface defects and feed back to Product/Engineering to shorten the loop
• Partner with Customer Success and Account Management during onboarding to steady-state
• Assist with incident communications and status updates
• Improve AI‑assisted triage tooling and automation

Skills

Technical support

APIs

Log analysis

Reading logs

Customer communication

On-call readiness

Fast learner

Education

CS/engineering degree or equivalent

Bootcamp or self-taught background

Tools

Slack

Ticketing system

Cloudflare

Vercel

AWS

WordPress

Sanity

Contentful

Job description

Profound, a fast‑growing AI marketing platform, seeks a Support Engineer to join the front line and help keep customers running. You’ll triage tickets, reproduce bugs from logs, and elevate code‑level issues with clear repro steps, working closely with Engineering, Product, and Customer Success.

You’ll shape best‑in‑class support in the AI search space, contribute to runbooks and tooling, and grow deep expertise across Profound’s integrations like Cloudflare, Vercel, AWS, WordPress, Sanity, and