Customer Support Engineer

About the role

As a Support Engineer at Pugpig, you'll play a key role in keeping our customers' apps running smoothly, solving problems, and helping shape how support operates as we continue to scale. You'll be hands on with our products every day - diving into mobile apps, CMS workflows, third party services, and the publishing tech ecosystem.

This role is ideal for someone with a grounding in technical support or digital operations who now wants to take on more ownership, influence processes, and work closely with engineering, product, and customer teams. You might already have experience improving support workflows, or you may come from a more technical background and want to apply that to a customer facing role.

Depending on the day, you could be debugging a tricky issue, configuring a new customer's app, reviewing content feeds, or identifying ways to streamline how we deliver support.

Key responsibilities

• Own and troubleshoot customer support requests - from triage through to resolution - working directly with customers and collaborating with our engineering and product teams where needed
• Use our internal tools to configure, build, and submit customer apps to the app stores, ensuring accuracy and a smooth release process
• Investigate and diagnose technical issues in content feeds, app builds, analytics tools, subscriptions, and CMS integrations
• Work closely with Customer Success Managers and Project Managers to onboard new customers, helping shape an efficient and consistent onboarding experience
• Identify opportunities to improve our support workflows, documentation, and tooling - your ideas will directly influence how we scale and automate
• Coordinate straightforward technical requirements with developers (e.g. subscriptions integrations, small CMS changes, feed mappings)
• Create and maintain internal and customer facing documentation, and deliver training on Pugpig products and third party platforms (e.g. analytics, push notifications)
• Contribute to improving quality across the support function - spotting recurring problems, suggesting product enhancements, and helping customers get the most out of the platform

About Pugpig

• We are the best mobile publishing platform on the market and we work with the world's best media companies.
• We work in close partnership with our customers to conceive, evolve, customise and operate our platforms, so they can focus on their core business.
• Our platforms power hundreds of apps for the biggest media brands in the world, including The Independent, New Scientist, The Spectator, Condé Nast, Reach, DMG Media, CNN, Hearst and many more.
• We work with news media, consumer magazines, B2B publishers and membership organisations.
• Our teams in London and New York offer deep expertise and support to customers around the world.

Working at Pugpig

Here are some of the things you'll experience if you come and join us:

• You'll be working with the world's best media companies
• Alongside an awesome, vibrant team of technology professionals
• With a set of values that puts an emphasis on quality of life for all of our team members
• Hybrid working and shorter days on Wednesdays and Fridays
• Performance related bonus scheme
• Wellbeing support and healthcare options
• Volunteering days every year so that you can support a charity that's close to your heart
• Training and conference budgets that help you stay on the top of your game
• Loads of team social activities

Our values

• Be the solution - We take the initiative and seek to solve problems with creativity.
• Make tomorrow better - We think critically about what will deliver our goals and improve tomorrow; our future selves will thank us.
• Zoom out - We think big picture and look beyond our immediate field of vision.
• Be kind - We communicate with kindness, openness and respect; we approach interactions with a positive and supportive attitude.
• Enjoy the ride - We have fun and prioritise quality of life, even when we're up against it.

About you

You're someone who enjoys solving problems, understands how digital products fit together, and cares about delivering a consistently great customer experience. You might have experience in technical support, digital publishing, QA, or a similar role - and you're now looking to build on that foundation, taking more ownership and contributing to process improvements.

You're comfortable working with both customers and developers, juggling multiple priorities in a fast moving environment, and diving into unfamiliar tools or technical puzzles until you understand them. You communicate clearly, stay calm under pressure, and get energy from helping people.

You'll have these skills and qualities:

• Experience in technical support, digital operations, or a similar customer facing technical role
• A problem solver with strong attention to detail and a proactive, can do approach
• Ability to understand technical concepts and explain them clearly to non technical users
• Some familiarity with Content Management Systems (we use Wordpress), mobile apps, APIs, or web technologies
• Experience identifying and implementing improvements to support processes, workflows, or documentation (desirable)
• Basic coding, scripting, or debugging experience is a bonus, but not required
• Excellent written and verbal communication skills
• Curious, keen to learn, and excited to grow within a SaaS environment

If this role sounds like a great fit, get in touch with us, we'd love to hear from you!

Pugpig is committed to promoting an inclusive culture. We believe that diversity leads to a happier and more productive working environment.

We welcome suitably qualified applicants from all different backgrounds.

Please let us know if you have additional requirements. We are happy to make the necessary accommodations so that we can facilitate a positive recruitment process.