Senior Customer Support Engineer (EMEA) - Remote

TalentCloud Group; Remote; GBP 50,000 - 75,000; Full time

Job summary

A fast-growing international software company is seeking a Senior Customer Support Engineer to lead technical support initiatives across EMEA. This role demands a strong technical background in customer-facing environments and proficiency in Python and Kubernetes. Candidates should excel in problem-solving and communication, helping enhance the customer experience. The company offers a remote-first culture with competitive compensation and opportunities for professional development.

Benefits

Competitive compensation

Flexible working culture

Opportunities for professional development

Qualifications

• Strong experience in a customer-facing technical support, DevOps, SRE, or infrastructure-focused role.
• Hands-on experience with managing workloads in cloud environments like AWS, GCP, or Azure.
• A proactive mindset and the ability to work in a fast-moving environment.

Responsibilities

• Act as the primary technical contact for customers across EMEA.
• Diagnose and resolve complex issues across infrastructure and cloud environments.
• Create and maintain high-quality documentation for internal teams and customers.

Skills

Customer-facing technical support experience

Proficiency in Python

Experience with Kubernetes

Troubleshooting distributed systems

Excellent communication skills

Familiarity with database technologies

Job description

Our client is a fast‑growing international software company building high‑performance developer infrastructure used by teams around the world. To support their expanding customer base, we’re looking for a Senior Customer Support Engineer to take ownership of complex technical issues, guide customers through challenging scenarios, and help shape a world‑class support function.

This is a high‑impact role for someone who thrives in a technical environment, enjoys problem‑solving, and wants to be part of a modern, engineering‑driven organization.

What You’ll Do

Technical Support & Troubleshooting

• Act as the primary technical contact for customers across EMEA
• Diagnose and resolve complex issues spanning infrastructure, cloud environments, and backend systems
• Investigate customer‑reported problems, reproduce scenarios, and collaborate with engineering to drive resolutions

Customer Success & Guidance

• Help customers get the most out of the platform by providing best‑practice guidance and technical recommendations
• Communicate clearly with both technical and non‑technical stakeholders, ensuring a smooth and positive support experience

Cross‑Functional Collaboration

• Work closely with engineering and product teams to elevate issues, share insights, and influence product improvements
• Contribute to internal tooling, workflows, and automation to streamline support operations

Documentation & Enablement

• Create and maintain high‑quality documentation for internal teams and customers
• Identify recurring issues and propose improvements to reduce friction and enhance product reliability

Operational Excellence

• Participate in an on‑call rotation to ensure timely responses to critical issues
• Help shape support processes as the company scales, bringing structure, clarity, and continuous improvement

What You Bring

• Strong experience in a customer‑facing technical support, DevOps, SRE, or infrastructure‑focused role
• Solid proficiency in Python or a similar programming language
• Hands‑on experience with Kubernetes and managing workloads in cloud environments (AWS, GCP, or Azure)
• Ability to troubleshoot distributed systems, cloud services, and backend components
• Excellent communication skills and the ability to translate complex technical topics into clear explanations
• Familiarity with modern search, data, or database technologies is a plus
• A proactive, ownership‑driven mindset and comfort working in a fast‑moving environment
• Must be based in the EMEA region

Why This Role Stands Out

• Join a remote‑first, international team working on cutting‑edge developer technology
• Contribute directly to a growing support organization with room to influence processes and tooling
• Competitive compensation, flexible working culture, and opportunities for professional development
• Work in a company that values autonomy, engineering excellence, and continuous improvement