Customer Support Engineer

Customer Support Engineer  

• Are you looking to impact and be part of something special, such as shaping the future of healthcare?  
• Do you have a knack for solving technical issues and thrive in customer-facing roles?
• Are you motivated by the opportunity to support innovative HealthTech solutions in a fast-paced environment? 

Sound like you? Keep reading. 

At Semble, we are on a mission to enable health professionals to amplify their impact. We improve the way healthcare is delivered to millions of people by providing doctors and their teams with powerful, innovative, intuitive, and secure software. Our cloud-based clinical system is already used by thousands of clinicians, making their lives easier and saving them money, while structuring their health data to help research.   

We are a passionate and driven team, proud to unite under strong cultural drivers: 

• Impact - We do work that matters. 

• Collaboration – We are in it together. 

• Human touch – We care deeply. 

This role can be fully remote in the UK (with regular travel to our London office) within +/- 2 hours of the GMT time zone. We are unfortunately not able to consider candidates located outside this location at this stage.   

What you will be doing 

• Act as the first line of technical support, responding to technical queries from new and existing clients across all communication channels. 

• Lead the diagnosis, troubleshooting, and resolution of client issues, managing incoming support requests and escalated cases. 

• Perform deep troubleshooting across the application, databases, AWS infrastructure, and API integrations to diagnose and resolve complex technical issues 

• Create and maintain technical documentation, notes, and help center articles to aid in issue resolution. 

• Act as the technical point of contact for clients, including IT and software engineers, and collaborate with developers to advocate for customer needs. 

• Proactively communicate with internal and external stakeholders, ensuring alignment and managing resource allocation for high-priority queries. 

What we are looking for 

We’re looking for a skilled problem-solver who can act as the bridge between our customer support team and engineering/product teams. You'll be able to translate customer issues into technical requirements and work closely with our developers to drive effective solutions.  

Essentials: 

• Tech:
• Experience with AWS and cloud-based infrastructure.
• Proficiency in MongoDB for database management.
• Strong understanding of API and RESTful services.
• Experience with GraphQL.
• Familiarity with TypeScript for application development.
• Familiarity with React for understanding user interfaces.
• Customer service: Strong background in monitoring and responding to technical support requests from clients, ensuring prompt and effective assistance. 

• Communication skills: Ability to clearly convey technical information to both technical and non-technical audiences, internally and externally. 

• Internal collaboration: Highly collaborative, with strong interpersonal skills and the ability to foster trust and rapport, and to work closely across the organisation with people at all levels. 

• Problem-solving: Skilled in proactively diagnosing and resolving technical issues, taking ownership of cases and collaborating with teams to deliver solutions. 

• Writing skills: Experience creating and updating documentation, including resolution steps, help centre troubleshooting articles, and technical support FAQs. 

What you’ll get in return 

• The great feeling coming with knowing you do something that matters: shaping the future of healthcare! 

• £35-45k package (based on your experience and the value you can bring) 

• Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you! 

• 36 days off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good’ days) - that we will expect you to actually take so you can recharge and rest. 

• Company Equity - We appreciate and recognise all of our employees’ contributions, so everyone is eligible for Semble share options! 

• Private Health Insurance – covering physical and mental health, as well as dental and optical! 

• Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office. 

• Get the tech you need - You will get the latest MacBook and take your pick across a wide range of equipment to set up your home office ergonomically. 

• Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field. 

• Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies! 

• The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...). 

We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know. 

Compensation£35,000-£45,000 Per Annum