Technical Support Engineer

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

About Ditto:

Ditto is redefining how data moves at the edge. Our mission is to make it seamless for developers to build resilient, real-time applications, regardless of network conditions. Whether you're in a stadium, airplane, or remote military base, Ditto's peer-to-peer sync engine ensures devices stay connected and data stays consistent, even without internet. With more than $145 million in funding and trusted by organizations like Chick-fil-A, Delta Airlines, and the U.S. military, Ditto powers mission-critical experiences across aviation, retail, travel, hospitality, defense, and more. As a globally distributed, fast-growing startup, we’re committed to building a diverse and inclusive team that reflects the wide range of perspectives needed to solve the world’s hardest connectivity problems.

As a (Senior) Technical Support Engineer you will:

• Reproduce, debug, and elevate technical issues in partnership with Engineering and Product.

• Act as a technical expert and initial escalation point for our 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.

• Continuously sharpen your troubleshooting skills through exposure to challenging technical problems.

What you’ll need:

• Have 2-4+ years of experience in technical support engineering or software engineering roles.

• Ability to translate complex and ambiguous problem sets into clear hypotheses and solutions.

• Deep experience in at least one relevant subject area like Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, Distributed Systems, etc.

• Bachelor's degree in Computer Science or similar experience.

• Ability to read/follow code and GitHub commits to understand recent changes.

• Customer-facing soft skills including active listening, customer empathy, and expectation-setting.

Nice to haves:

• Prior experience in a hyper-growth company

• A passion for building support functions and enablement from 0 to 1

• Track record of building strong relationships with Fortune 500 companies

The Benefits of Building with Us

We offer competitive salaries and meaningful equity. We believe everyone on the team should have a stake in what we’re building. Benefits vary by region to make sure you're covered in the ways that matter most. In the US, that includes health, dental, vision, life, and disability insurance, plus a 401(k) and flexible spending accounts.

Regardless of where you live, everyone at Ditto can utilize flexible time off. And while we work remotely, our Atlanta office is always open if you ever want a place to work or meet up with teammates.

Equal Opportunity Employer

Ditto is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Ditto is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let us know.