Support Engineer
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**Support Engineer (Customer Success / Technical Support)**
* Python, REST APIs, SQL * Manchester City Centre (Deansgate) – In\-person, 5 days per week * Full\-time * Salary between £30,000\-45,000 (Dependent on experience and skill set)
**About the role**
We’re hiring a Junior–Mid Level Support Engineer to own customer success and build our support function from the ground up at a fast\-growing proxy infrastructure company used by web\-scraping, automation, and agentic AI companies worldwide.
We support thousands of customers across 200\+ countries, process 15\+ billion proxy requests per month, and handle petabytes of data flowing through our network.
We’ve grown bootstrapped to $2M ARR with \+318% YoY platform sign\-up growth — and we’re just getting started.
Right now, support runs through the founder. Your job is to change that. You’ll own the entire customer experience — from onboarding and KYC to technical troubleshooting and documentation — and build the tooling and processes that let us scale toward a 24/7 support team. This isn’t a ticket\-answering job; it’s a build\-the\-function job that happens to include answering tickets.
This is a fast\-paced, high\-ownership startup environment. We move quickly, ship frequently, and expect you to learn fast, take responsibility, and make decisions without waiting for permission.
You’ll gain hands\-on experience with support tooling and automation, API integration, KYC and identity verification, trust and safety, and the processes behind a SOC 2 attestation.
**What you’ll be doing**
* Support customers across chat, email, and tickets — proxy integration, connection and blocking issues, billing and account queries * Build internal tooling and automations using APIs to speed up support tasks * Reduce ticket volume at the source by improving customer flows and UX * Own and improve customer\-facing documentation and troubleshooting guides * Manage ticket triage and evaluate AI tooling for deflection and auto\-triage * Run customer onboarding and KYC flows (iDenfy), including manual review edge cases * Handle abuse reports, AUP enforcement, and account suspensions * Feed ticket themes and pain points back into product decisions
**What we’re looking for**
**Must have**
* 1–3 years experience in a technical support, customer success, or similar role * Basic Python (or similar) for automation and working with APIs * Comfortable with REST APIs and reading API docs independently * Basic SQL for pulling customer data and debugging * Excellent written communication — clear, concise, and empathetic * Comfortable handling sensitive customer data (PII) responsibly * Comfortable working in\-person in Manchester, 5 days per week * Strong ownership mindset — happy being the first person in the function
**Nice to have**
* Experience with support platforms (Intercom, Zendesk, Plain, Front, Help Scout) * Familiarity with proxies/networking (residential vs ISP vs datacenter IPs, sessions, geotargeting) * Experience with identity verification tools (iDenfy, Sumsub, Onfido, Persona, Veriff) * Experience with AI support tooling (Intercom Fin, Zendesk AI) or OpenAI/Anthropic APIs * Trust and safety or abuse\-handling exposure * Familiarity with SOC 2 or compliance platforms (Vanta, Drata, OneLeet) * Experience writing documentation in Mintlify, GitBook, or Notion * Willingness to relocate in the future is a plus. We plan to relocate our head office to London within the next few years, and compensation would be reassessed as part of any relocation.
**What you’ll get**
* Salary between £30,000\-45,000 (Dependent on experience and skill set) * High ownership from day one * The chance to build a support function from scratch * A steep learning curve and rapid growth * A young, ambitious team building a fast\-growing company * Clear path toward leading the support team
**How to apply**
* Send a short note on why you’re interested * Examples of customer\-facing writing or any support/tooling you’ve worked on * GitHub or project links if available * Apply via Indeed platform.
Job Type: Full\-time
Pay: £30,000\.00\-£45,000\.00 per year
Benefits:
* Bereavement leave * Casual dress * Company events * Company pension * Employee discount * Free flu jabs * Language training provided * Referral programme * Sick pay * Transport links
Work authorisation:
* United Kingdom (required)
Work Location: In person
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