Frontline AI Support Engineer — Triage, Debug & Elevate

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

Job summary

Profound is hiring an on-site Support Engineer in London to join the frontline team supporting AI marketing platform users. You will triage, investigate, and resolve issues, write clean repro steps, and escalate to Engineering with precise details.

You will work with Engineering, Product, and Customer Success, gaining deep expertise in AI search, cloud integrations, and technical runbooks while helping shape best-in-class support for Scale to Enterprise customers. London office preferred.

Qualifications

• Technical foundation from a CS/engineering degree, bootcamp, or self-taught background.
• Reading logs, writing basic queries, working with APIs, and debugging web technologies like DNS, HTTP, and JavaScript.
• Excellent written communicator who explains issues clearly to customers and engineers.

Responsibilities

• Own front line of ticket queue: triage, investigate, and resolve issues.
• Reproduce bugs, read logs, and write repro steps for Engineering.
• Meet SLAs and contribute to core metrics like first response time and time to resolution.
• Participate in on-call rotations and handoffs across regions.

Skills

Logs & queries

APIs

JS debugging

Customer empathy

On-call readiness

AI interest

Education

CS/engineering degree

Tools

WordPress

Sanity

Contentful

Cloudflare

Vercel

AWS

Job description

Profound is hiring an on-site Support Engineer in London to join the frontline team supporting AI marketing platform users. You will triage, investigate, and resolve issues, write clean repro steps, and escalate to Engineering with precise details.

You will work with Engineering, Product, and Customer Success, gaining deep expertise in AI search, cloud integrations, and technical runbooks while helping shape best-in-class support for Scale to Enterprise customers. London office preferred.