Lead Support Engineer — Build 24/7 Customer Success

Ping Proxies; Manchester; On-site; GBP 50,000 - 80,000; Full time

Job summary

Ping Proxies, a Manchester-based proxy infrastructure company, is hiring a Support Engineer to own the customer journey from onboarding through to troubleshooting. This in-person role is high autonomy, reporting to the founder, with a path to lead the future support team as we scale toward 24/7 coverage.

You will build internal tooling, design self‑service documentation, and implement workflows using APIs while safeguarding data.

Qualifications

• Based in or able to commute to Manchester. This is an in-person role at our Manchester office
• Experience with Python (or similar) for automation and API integration. Comfortable with REST APIs, webhooks and reading API docs independently
• Experience with building / managing internal tooling
• Experience with support platforms such as Intercom, Zendesk, Plain, Front or Help Scout
• Excellent written communication. Clear, concise and empathetic customer-facing writing
• Basic SQL for pulling customer data and debugging issues
• Experience handling sensitive customer data (PII) with sound security and access control habits
• Comfortable working directly under the founder with high autonomy and ambiguity. You will be defining the support function rather than inheriting one
• Comfortable being the first person in the function

Responsibilities

• Support customers with technical and operational queries across chat, email and tickets, including proxy integration issues, connection and blocking problems, billing and account questions
• Build internal tooling and processes using APIs for support tasks, designed with audit trails, least privilege access and security in mind, laying the foundation to scale into a 24/7 remote support team
• Engineer customer flows and UX to reduce ticket volume at the source. Identify friction points and work with the founder to fix root causes rather than repeatedly answering the same questions
• Own and improve customer-facing documentation (guides, API docs, troubleshooting) designed for self-service and maximum clarity
• Manage ticket flows and triage, and evaluate and integrate AI tooling for deflection, agent assist and auto triage, with data handling and vendor risk requirements in mind for SOC 2
• Manage customer onboarding and KYC flows (iDenfy) for the best possible UX, including manual review queues, edge cases such as document mismatches and resubmissions, and reducing verification drop off
• Handle abuse reports, AUP enforcement and account suspensions. Recognise suspicious usage patterns, action them and communicate decisions to customers professionally
• Act as the voice of the customer, feeding ticket themes and pain points back into product and roadmap decisions
• Document support procedures and runbooks, and follow change management and access review practices in line with our SOC 2 attestation efforts

Skills

Python

REST APIs

Internal tooling

Intercom / Zendesk

SQL

Security best practices

Documentation

Ambiguity handling

Tools

Intercom

Zendesk

Retool

Appsmith

Superblocks

Windmill

Mintlify

GitBook

Notion

Zapier

Make

n8n

Job description

Ping Proxies, a Manchester-based proxy infrastructure company, is hiring a Support Engineer to own the customer journey from onboarding through to troubleshooting. This in-person role is high autonomy, reporting to the founder, with a path to lead the future support team as we scale toward 24/7 coverage.

You will build internal tooling, design self‑service documentation, and implement workflows using APIs while safeguarding data.