Senior Technical Support Engineer — Remote, On-Call, Equity

Ditto; Atlanta (GA); Hybrid; GBP 55,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Equity

Flexible time off

Remote-friendly with Atlanta office

Job summary

Ditto in the United Kingdom is seeking a (Senior) Technical Support Engineer to diagnose and elevate complex issues, collaborating with Engineering and Product to improve the SDK and Cloud products for customers.

You will respond to live escalations, participate in a 24/7 on‑call rotation, translate problems into hypotheses, read code and GitHub commits, and drive automation to accelerate incident resolution while advocating for customer needs.

Qualifications

• 2-4+ years of experience in technical support engineering or software engineering.
• Ability to translate complex and ambiguous problem sets into clear hypotheses and solutions.
• Deep experience in operating systems, cloud infrastructure, Kubernetes, networking, databases or distributed systems.
• Reading and understanding code and GitHub commits to track changes.
• Strong customer-facing communication and empathy.

Responsibilities

• Reproduce, debug, and elevate technical issues in partnership with Engineering and Product.
• Act as a technical expert and initial escalation point for SDK and Cloud products.
• Work directly with developers to provide guidance and resolve complex issues.
• Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders.
• Participate in a 24/7 on-call rotation to support critical customer needs.
• Collaborate with Engineering to communicate incident status and contribute to root cause analyses.
• Build tools and automation to improve support workflows and reduce response time.
• Use AI and other tools to create self-service opportunities for routine incidents.
• Advocate for customer needs and influence product improvements based on real-world feedback.

Skills

Operating Systems

Cloud Infrastructure

Kubernetes

Networking

Databases

Distributed Systems

Code Reading

Education

Bachelor's degree in Computer Science

Job description

Ditto in the United Kingdom is seeking a (Senior) Technical Support Engineer to diagnose and elevate complex issues, collaborating with Engineering and Product to improve the SDK and Cloud products for customers.

You will respond to live escalations, participate in a 24/7 on‑call rotation, translate problems into hypotheses, read code and GitHub commits, and drive automation to accelerate incident resolution while advocating for customer needs.