Product Support Engineer: Root-Cause & Integrations

Tenzo; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Stock options

Pension (ESG-focused)

Team events

25 days annual leave + holidays

Hybrid working (2 days in Marylebone)

Job summary

Tenzo in London is seeking a Product Support Engineer to join our growing team. You will investigate customer and integration issues, using logs, APIs, and data to diagnose root causes and resolve problems where possible before escalating.

You will own the support backlog with Customer Success, work with Product and Engineering on priority fixes, and collaborate with partners to enable live integrations while continuously improving our diagnostic tooling.

Qualifications

• Experience investigating complex issues and root cause analysis.
• Experience with APIs and integrations.
• Ability to query data with SQL.
• Experience with logs and observability tooling.
• Confident communicating with customers and partners.
• Experience with software development to understand app behavior.

Responsibilities

• Reproduce and diagnose customer problems across product, data and integrations using logs, databases, APIs and internal tooling to identify root cause.
• Resolve technical problems without escalating where possible.
• Provide clear reproduction steps, evidence, customer impact and context to engineers.
• Manage the technical support backlog with Customer Success, prioritise issues and communicate with customers.
• Serve as technical contact for partners and guide API/data integration to live and support it.
• Identify patterns and work with Product/Engineering to fix recurring problems at the source.
• Evaluate and improve automated support tooling and workflows.

Skills

APIs

Integrations

SQL

Observability

Customer communication

Problem solving

Tools

Internal tooling

Monitoring tools

Job description

Tenzo in London is seeking a Product Support Engineer to join our growing team. You will investigate customer and integration issues, using logs, APIs, and data to diagnose root causes and resolve problems where possible before escalating.

You will own the support backlog with Customer Success, work with Product and Engineering on priority fixes, and collaborate with partners to enable live integrations while continuously improving our diagnostic tooling.