Technical Support Engineer (Customer) - EMEA

Posted 6 days 16 hours ago by Credinvestments

Permanent
Not Specified
Other
London, United Kingdom
Job Description

Job Title: Technical Support Engineer
Location: London / EMEA (Hybrid / Remote).
Company Stage: Seed / Series A

Why Join CRED?

CRED is an AI Native Command Center for businesses. We centralize internal and external data and apply LLMs to help organizations make better decisions and predict the future. With early traction in industries like sports and entertainment-partnering with the PGA, the Warriors, and others-and a fresh $15M+ round, we're scaling quickly.

Our data engine spans people, companies, customers, and behavioral insights, giving us one of the most comprehensive business graphs in the world. We train LLM agents on this data to automate insights, workflows, and strategy.

If you're excited by real technical ownership, working across product and engineering, and supporting users who operate at the top of their industries-CRED is for you.

About the Role

As our first Technical Product Support Specialist, you'll be the frontline for all technical customer interactions-from integration setup to post-sale issue resolution. You'll lead hands-on support of customers as they deploy CRED, troubleshoot issues across the stack, and help shape how we scale technical support and implementation.

This role lives at the intersection of engineering, product, and customer success. You'll work closely with internal teams to resolve issues, improve the support experience, and translate customer needs into product improvements. Expect to jump between reading logs, debugging API calls, advising on data workflows, and relaying strategic feedback to the roadmap.

This is a great fit for someone who loves solving problems, working directly with customers, and thrives in ambiguity.

What You'll Do

Technical Support & Troubleshooting

  • Be the primary technical point of contact for customer-reported issues

  • Investigate, triage, and resolve problems across frontend, backend, and data systems

  • Walk customers through troubleshooting steps and deliver clear, friendly, actionable guidance

  • Dig into logs, API responses, product behaviors, and internal tools to pinpoint root causes

  • Maintain detailed documentation of known issues, resolutions, and workarounds

Integration & Enablement

  • Guide customers through technical setup, including APIs, webhooks, data pipelines, and system configurations

  • Assist in deployment of custom workflows or integration patterns aligned to CRED's infrastructure

  • Collaborate with implementation and customer success teams to ensure seamless onboarding

Product Feedback & Cross-Functional Collaboration

  • Escalate critical issues to Engineering and follow through to resolution

  • Identify patterns in support tickets and surface insights to Product and Design teams

  • Participate in user research, beta testing, and product feedback loops to improve UX and stability

  • Influence roadmap decisions by championing real customer needs

Process & Documentation

  • Develop technical documentation, training materials, and support workflows

  • Help build a scalable support system, including internal triage playbooks and knowledge base content

  • Contribute to tooling improvements (e.g., support ticket systems, alerting, internal dashboards)

What We're Looking For

  • 3-6 years experience in technical support, solutions engineering, or implementation (startup experience a plus)

  • Strong technical troubleshooting skills, with hands-on experience working with logs, REST APIs, JSON, SQL, and webhooks

  • Familiarity with integration tools and environments (e.g., Segment, Zapier, data warehouses, cloud platforms)

  • Comfortable supporting both technical and non-technical users with clear, empathetic communication

  • Experience using support tooling like Linear, Slack, Pylon, Notion, and HubSpot

  • Proactive mindset: you anticipate problems, propose improvements, and follow through

  • Strong prioritization skills and ability to manage multiple customer conversations at once

  • Willingness to flex hours occasionally to support customers in different time zones

Bonus Points

  • Experience supporting AI/ML or data-centric products

  • Ability to write basic scripts in Python or JavaScript

  • Familiarity with customer analytics platforms or CRM workflows

  • Interest in UX and product design feedback loops

  • Prior exposure to startup or zero-to-one environments

Why This Role Matters

You'll be our first line of technical defense-and offense. You'll define how we support customers, solve problems, and scale operations. You'll have a clear seat at the table with Product and Engineering to shape how CRED evolves.

This is not a ticket-chasing role. It's a strategic, hands-on, customer-obsessed position for someone who wants to be in the trenches helping to build something important.

If you're excited about AI, love solving puzzles, and want to help shape how companies operate-let's talk.