Product Support Engineer

Summary

Join Cytora as a Product Support Engineer and become the primary technical contact for our enterprise customers. You will resolve production issues, troubleshoot platform problems, and provide expert guidance. Success in this role requires strong technical knowledge, excellent communication skills, and experience in client-facing technical support. You will collaborate with internal teams, contribute to a knowledge base, and conduct post-incident reviews. Cytora offers a remote-first work environment with benefits including stock options, private health insurance (UK only), a choice of laptop, flexi-working, a work-from-anywhere budget, an L&D budget, and offsites.

Requirements

• Have experience in a client-facing technical support or analyst role
• Possess strong general technical knowledge (concept of APIs, basics of python)
• Have experience in troubleshooting production environments
• Demonstrate a proven ability to diagnose and resolve technical issues
• Possess excellent communication and interpersonal skills to manage customer communication

Responsibilities

• Serve as the primary contact for technical support requests from enterprise customers
• Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems
• Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context
• Respond to customer questions about platform functionality, integrations, and configuration
• Maintain detailed records of all customer interactions and resolutions in the support system
• Collaborate with internal teams to ensure customer feedback informs product enhancements
• Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources
• Conduct post-incident reviews to identify root causes and recommend preventive measures
• Act as a trusted advisor, guiding customers on best practices for using the Cytora platform effectively

Preferred Qualifications

• Have experience working with SaaS B2B enterprise customers
• Be familiar with tools like Pylon, Postman, or Github
• Have experience in configuring and testing SaaS or AI-based products

Benefits

• Stock options
• Private health insurance (UK Only)
• Choice of laptop
• Flexi-working
• Work from anywhere budget
• L&D Budget
• Offsites