Senior Developer Support Engineer

Algolia; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading AI search solutions company is seeking a Senior Developer Support Engineer to assist customers in implementing their API effectively. Responsibilities include handling technical requests, troubleshooting issues, and collaborating with product and engineering teams. Candidates should have 4+ years in technical customer support, a strong desire to help others, and experience with web development and REST APIs. The position offers a flexible workplace model with remote or hybrid options.

Qualifications

• 4+ years of experience in technical customer support, ideally in SaaS.
• Ability to handle and prioritize tickets efficiently.
• Familiarity with iOS & Android platforms is a plus.

Responsibilities

• Handle technical requests via web and email support channels.
• Conduct empathetic conversations with customers to troubleshoot issues.
• Submit bug reports to the Engineering team.

Skills

Problem-solving

Customer support

Web development

REST APIs

Database management

Excellent English

Job description

Overview

At Algolia, we are passionate about helping developers and product teams connect their users with what matters most in milliseconds. Algolia provides a search API used by thousands of customers in more than 100 countries, handling billions of search queries monthly. The Senior Developer Support Engineer is a critical role on the front lines, assisting our technical users with implementing Algolia across a variety of web and mobile development stacks.

This role may involve helping a developer building the next big thing in their garage or supporting Fortune 500 companies delivering a world-class experience to millions of users. You will partner with customer success, product, and engineering teams to find the best solutions for our customers, rolling up your sleeves to solve difficult problems that stand in the way of success.

Responsibilities

• Handling technical requests via web and email support channels.
• Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve technical obstacles.
• Submitting bug reports to the Engineering team for problems needing attention.
• Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the support team.
• Contributing to internal and external knowledge bases.
• Participating in internal projects to improve processes and tools.

Requirements

• Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience.
• Experience with web development, REST APIs, and database management.
• 4+ years of experience in technical customer support, supporting SaaS enterprise software ideally.
• Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
• Excellent spoken and written English skills.
• Ability to work in an on-call rotation.

Nice to Have

• Basic familiarity with iOS & Android platforms.
• Experience supporting open-source projects and their GitHub communities.
• Experience with Shopify, Magento.
• Experience at our current stage and beyond (ARR $50-200M, high growth, change, and building internal infrastructure).

We’re Looking for Someone Who Can Live Up to Our Values

• GRIT - Problem-solving and perseverance in a dynamic environment.
• TRUST - Willingness to trust coworkers and take ownership.
• CANDOR - Ability to receive and give constructive feedback.
• CARE - Genuine care about teammates, clients, and decisions we make.
• HUMILITY - Willingness to learn from others and set ego aside.

Flexible Workplace Strategy

Algolia’s flexible workplace model empowers individuals to fulfill our mission regardless of location. We emphasize impact, contribution, and output over physical presence. We offer options to work remotely or in hybrid arrangements where available.

While we have a global presence with offices in Paris, NYC, London, Sydney and Bucharest, many roles may be remote within country-specific constraints. Some positions listed as "Remote" are only available for remote work within the specified country; positions listed in a specific city may be available as hybrid-remote or in-office depending on role.

About Us

Algolia is a pioneer and market leader offering an AI Search solution that powers 17,000+ businesses. We handle more than 30 billion search requests per week and are backed by strong capital to continue investing in our platform to better serve customers such as Under Armour, Petsmart, Stripe, Gymshark, and Walgreens.

Who We’re Looking For

We seek talented, passionate people to build the world’s best search and discovery technology. As an ownership-driven company, we value autonomy and diversity, and are committed to an inclusive and diverse workplace.