Key Facts

Remote From:

Full time

English

Hard Skills

Webhooks Bug Tracking And Management Application Programming Interface (API) Log Analysis Workflow Technology GraphQL Root Cause Analysis Node.js (Javascript Library) Angular (Web Framework) JavaScript Libraries +16 more

Other Skills

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Diagnostic Skills
•
Growth Mindedness
•
Problem Solving

Roles & Responsibilities

Growth mindset and genuine desire to develop deep knowledge of our platform
Strong problem-solving and diagnostic skills — you enjoy getting to the root of an issue
Experience in a technical support, triage, or junior engineering role
Comfortable working with APIs, logs, and basic database queries to investigate issues

Requirements:

Own the end-to-end triage process for incoming bugs and technical issues, prioritising by severity and customer impact
Serve as a technical point of contact for escalated customer issues, diagnosing problems related to API integrations, webhooks, and data workflows, and communicating updates to stakeholders
Support API and webhook integrations by troubleshooting connectivity issues and diagnosing integration problems between the platform and clients' systems
Contribute to internal tooling and observability efforts to automate repetitive tasks, monitor logs, and participate in on-call rotations

Appointedd

About Appointedd

Take bookings in just two taps! Sign up for our trial through the link in our bio Login at http://app.appointedd.com Email support@appointedd.com Appointedd is on a mission to support the world’s biggest brands to manage their time, faster and better. Founded in 2011 with flexibility at its core, this award-winning online booking and scheduling solution has transformed online booking into something extraordinary, empowering customers around the world to book anything, anywhere in as little as two taps. Appointedd cares deeply about enabling its clients to provide exceptional customer experiences, powering bookings in 167 countries for companies large and small. For more information please visit www.appointedd.com

Company type: SME

Founded: 2018

Company size: 11 - 50

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Job description

Job description
A Software Support Engineer focused on triaging, diagnosing, and resolving technical issues across our platform, acting as a critical bridge between customers, the commercial team, and product engineering.
Responsibilities
Bug Triage & Issue Resolution	Own the end-to-end triage process for incoming bugs and technical issues, prioritising by severity and customer impact. Investigate, reproduce, and document issues clearly, escalating to product engineering with detailed context where required. Drive fast, high-quality resolutions to maintain product stability and customer confidence.
Customer-Facing Technical Support	Serve as a technical point of contact for escalated customer issues, diagnosing problems related to API integrations, webhooks, and data workflows. Communicate clearly with non-technical and technical stakeholders, translating complex issues into understandable updates and next steps.
API & Webhooks Support	Support customers and internal teams with API and webhook integrations, helping troubleshoot connectivity issues and failures across client systems. Assist with diagnosing integration problems between our platform and clients' custom front-ends, internal tooling, and data exports.
Internal Tooling & Automation	Contribute to internal tooling that automates repetitive support and operational tasks, improving team efficiency and reducing manual effort. Support database investigation and minor remediation tasks to assist client success and engineering teams.
Observability & Monitoring	Use and contribute to our observability platform for log correlation and error monitoring to proactively identify and resolve issues. Help surface patterns in errors or failures that inform longer-term product improvements.
On-call responsibilities	Contribute to the out of hours on-call rota for resolving critical priority out of hours incidents. These kinds of escalations are very rare and in general only happen in extraordinary circumstances. Engineers will be provided with the requisite training and documentation as well as monetary compensation for time spent on the rota.
Requirements
A growth mindset and a genuine desire to develop deep knowledge of our platform. Strong problem-solving and diagnostic skills — you enjoy getting to the root of an issue. Experience in a technical support, triage, or junior engineering role. Comfortable working with APIs, logs, and basic database queries to investigate issues. A customer-focused approach with excellent communication skills across technical and non-technical audiences. Eagerness to collaborate across engineering and commercial teams. Experience with or exposure to alerting and observability tooling is a plus.
Technology stack
Modern Stack: TypeScript, React, Node.js, tRPC, GraphQL, MongoDB, Storybook & Chromatic, AWS CDK, GitHub Actions (CI/CD). Legacy Stack: PHP, JavaScript, Angular (1.x), Node.js, MongoDB.