Senior Technical Support Engineer

🕒 August 10

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Runware

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤖 Artificial Intelligence

🔌 API

📱 Media

Artificial Intelligence • API • Media

Runware is a flexible generative AI platform that specializes in high-quality media creation for images and videos through an affordable and fast API. It is capable of advanced tasks such as image generation, video inference, upscaling, and background removal, making it an essential tool for developers seeking to enhance their projects with AI technology. Powered by a custom Sonic Inference Engine™ and renewable energy, Runware ensures quick and efficient media generation without requiring complex infrastructure or machine learning expertise.

📋 Description

• Investigate complex platform, infrastructure, and API issues using logs, metrics, traces, dashboards, and debugging tools • Troubleshoot REST APIs, HTTP requests, authentication, JSON payloads, SDKs, webhooks, and distributed systems • Reproduce difficult production issues and collaborate with Engineering to identify root causes and validate fixes • Support customers during complex technical investigations, escalations, and production incidents • Identify recurring issues and improve tooling, monitoring, documentation, and customer self-service • Create and improve troubleshooting guides, internal playbooks, developer documentation, and knowledge base content • Identify opportunities to simplify developer workflows and reduce customer friction • Design and improve internal tooling, automations, and operational workflows • Drive adoption of AI-assisted workflows to improve investigation speed, documentation quality, operational efficiency, and developer support • Improve support processes in partnership with Engineering as the company scales

🎯 Requirements

• 5+ years of experience in Technical Support Engineering, Developer Support, Solutions Engineering, SRE, or another highly technical customer-facing engineering role • Strong troubleshooting and debugging skills across REST APIs, HTTP, authentication, JSON, SDKs, webhooks, and distributed systems • Experience investigating production issues using logs, metrics, traces, dashboards, and modern observability platforms • Comfortable reading application code and understanding backend systems such as Python, Go, Node.js, Java, PHP, or similar • Strong analytical thinking and a structured engineering approach to debugging complex systems • Active, practical use of AI-assisted tools for troubleshooting, documentation, analysis, investigation, and engineering productivity • Experience building automations, scripts, integrations, or AI-enabled workflows to reduce manual work and improve operational efficiency • Demonstrated habit of improving personal and team productivity through automation, AI, and process optimisation • Curiosity to evaluate emerging AI tools and incorporate those that create measurable value • Excellent written and verbal communication skills with developers and technical stakeholders • High level of ownership and a track record of improving technical processes • Comfortable working in ambiguous, continuously evolving environments • Experience supporting AI/ML platforms, developer tools, APIs, cloud infrastructure, or technically complex B2B SaaS products • Experience supporting infrastructure products where customers are software engineers • Experience building or scaling technical support functions, operational processes, or internal tooling • Experience working closely with Platform, Infrastructure, or Product Engineering teams • Experience with observability platforms such as Datadog, Grafana, OpenTelemetry, or similar • Comfortable discussing performance, reliability, scalability, and developer experience trade-offs • Experience designing or implementing AI agents, LLM-powered workflows, internal AI tools, or support automations • Experience integrating AI into operational workflows, documentation systems, developer tooling, or customer support platforms • Exposure to support platforms such as Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar • Exposure to monitoring and debugging tools including Datadog, Grafana, logs, metrics, traces, and dashboards • Exposure to documentation tools such as Notion, Confluence, and GitHub Docs • Exposure to developer tools including Postman, REST APIs, HTTP debugging, JSON, webhooks, and SDK troubleshooting

🏖️ Benefits

• Remote-first working arrangement • Core hours for cooperative working and calls, with flexible scheduling outside core hours • Downtime after major release cycles to unplug and recharge • Generous paid time off – vacation, sick days, public holidays • Meaningful stock options • Flexible hours • Paid maternity, paternity, and caregiver leave • Company retreats twice yearly