Production Support Engineer

Genio; Leeds; Hybrid; GBP 35,000 - 43,000; Full time

Benefits offered by this job

33 days annual leave

3 gifted days off at Christmas

Generous learning and training allowance

Flexible hours

Remote working option

Health cash plan

6% employer pension contribution

Job summary

A leading SaaS company in Leeds seeks a Production Support Engineer to bridge customer support and engineering. Responsibilities include investigating user issues, resolving support requests, and collaborating with teams to implement improvements. Ideal candidates have strong troubleshooting skills, experience with observability tools, and programming abilities for automation. The role offers a competitive salary of £35,000 – £43,000, flexible working conditions, and generous benefits including training allowances and health plans.

Qualifications

• Strong technical troubleshooting skills.
• Experience with observability tools such as Kibana, Sentry, and Grafana.
• Programming skills (Python, Shell, PHP, Go, etc.) for automation.
• Familiarity with Agile tools like JIRA.
• Experience with frontend languages like TypeScript.
• Knowledge of best practices in observability.

Responsibilities

• Review, triage, and reproduce escalated user issues.
• Resolve low-risk or straightforward issues.
• Collaborate with the Customer Support team.
• Proactively identify recurring user issues.
• Investigate and resolve logging errors.
• Maintain knowledge-base articles.

Skills

Technical troubleshooting

Experience with observability tools like Kibana, Sentry, Grafana

Programming skills (Python, Shell, PHP, Go)

Familiarity with Agile tools

Experience with frontend languages (TypeScript)

Knowledge of CI/CD pipelines

Strong communication skills

Collaborative team-oriented mindset

Job description

About Genio

We create beautifully simple learning tools to boost knowledge, skills, and confidence. We’re a SaaS scale‑up, one of the fastest growing tech companies in the North, with 100+ employees across the UK and headquarters in Leeds. Our award‑winning software is used by 100,000s of students at over 800 universities and colleges worldwide. We’re growing to support 1 million students to become better learners by 2030.

About the role

As a Production Support Engineer you’ll bridge the gap between customer support and engineering. You will investigate, triage, and resolve support requests, conduct proactive log analysis, and collaborate with squads to recommend improvements or implement bug fixes.

What you’ll be doing

• Review, triage, and reproduce escalated user issues.
• Resolve low‑risk or straightforward issues.
• Collaborate with the Customer Support team and stakeholders across the business.
• Proactively identify recurring user issues and contribute to root cause analysis.
• Investigate and resolve logging errors.
• Maintain and author knowledge‑base articles and troubleshooting documentation.
• Build and maintain dashboards and alerting frameworks.

About you

• Strong technical troubleshooting skills.
• Experience with observability tools such as Kibana, Sentry, and Grafana.
• Programming skills (Python, Shell, PHP, Go, etc.) for automation and tooling.
• Familiarity with Agile tools such as JIRA.
• Experience with frontend languages (TypeScript).
• Experience with CI/CD pipelines and deployments.
• Knowledge of best practices in observability.
• Collaborative approach, comfortable working across multiple teams.
• Strong communication skills, open to new perspectives.
• Willingness to learn, develop new skills, and adopt a flexible, team‑oriented mindset.

Salary and benefits

• £35,000 – £43,000, dependent upon experience.
• 33 days annual leave (inclusive of bank holidays).
• 3 gifted days off at Christmas.
• EMI Share Options Scheme.
• Generous individual learning and training allowance.
• Truly flexible hours.
• Full home‑working set‑up and collaborative office space.
• Free Leeds City Centre office parking.
• Nomad working policy with family travel insurance.
• Enhanced 26‑week maternity and 4‑week paternity (fully paid).
• 2 volunteering days per year.
• Health cash plan (from glasses to massages).
• 6 % employer pension contribution.

Location

Leeds office – hybrid working with the option to work remotely from anywhere in the UK if you live more than 50 miles from the office.

What to expect next

We’ll review your application and respond by Monday 5 th January 2026. Ahead of interviews you’ll receive a confirmation email outlining who you’ll meet, when, and what to prepare.

Interview stages

• Screening interview with Recruitment (30 min).
• Technical test via GitHub (1 week to complete).
• Pairing exercise (1 h 15 min) with two Engineers.
• Final stage interview: culture and values (1 h) and CV/experience discussion (30 min) with the Head of Engineering & team.

Interested in learning more about a career at Genio?

Explore our resources: About Genio, Working at Genio Blog, The Genio Study Tools.

Would you like to join Genio’s journey?

Let’s connect! Reach out to [e-mail] and we’ll keep you updated on future opportunities.

Our Commitment to Equality

We are committed to equality of opportunity for all staff. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, trade union membership, and caring responsibilities.

Applicant Privacy Notice

We use and handle your personal information in accordance with our privacy notice. By submitting your application, you confirm you have read and understood this notice.