Support Engineer

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

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.

Pulled from the full job description

• Referral programme
• Employee discount
• Sick pay
• Bereavement leave
• Language training provided
• Company pension
• Casual dress, * 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, * 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)