Product Support Engineer

Who You Are

• Strong technical problem-solving skills, experience investigating complex issues, and a desire to understand why problems happen rather than simply moving tickets through a queue.
• Experience working with APIs and integrations.
• Ability to query and investigate data using SQL.
• Experience working with logs, monitoring or observability tooling.
• Confidence working directly with customers and technology partners, including external technical teams delivering or supporting integrations.
• Comfort using AI tools in your day-to-day work, and the judgement to check their output before acting on it.
• Enough software development experience to understand application behaviour and investigate problems at a technical level.
• The ability to distinguish between configuration, data, integration and software problems.
• Strong communication skills, including explaining technical problems clearly to non-technical stakeholders.
• Good judgement around impact, urgency and prioritisation.
• A collaborative approach to working with Customer Success, Product and Engineering.
• Desirables
• Experience working with restaurant, hospitality or EPOS/POS integrations.
• Experience in B2B SaaS, ideally in a startup or scale-up environment.
• Experience with data pipelines or ETL systems.
• Experience with cloud platforms such as AWS.
• Experience with support automation or diagnostic tooling.
• Experience writing scripts or small tools to support technical investigations.
• Experience supporting third-party API integrations throughout their lifecycle.
• Life at Tenzo
• Financial & Equity 💰: Stock options so you get a share in our growth, plus a competitive ESG-focused pension scheme
• Team Events 🎉: Quarterly customer restaurant lunches, annual global team offsite, and quarterly socials (in-person & virtual).
• Time Off 🌴: 25 days annual leave + bank holidays (increases to 27 days after 1 year, 29 days after 2 years).
• Flexible Working 💼: Hybrid working model (minimum 2 days a week in the office in Marylebone, London) with up to 2 weeks remote work abroad during summer
• Tech & Setup 💻: MacBook, workstation perks, all software needed, plus a £75 annual work-from-home budget.
• Growth & Wellbeing 🙌: Dedicated professional development time, eyesight tests + £75 spectacle contribution.
• Diversity and Inclusion
• Tenzo is an equal-opportunity employer and we truly value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status.
• Please note: exclusively no recruiter emails for this role. We have established recruitment partnership agreements in place and no need to work with additional recruitment partners at this time.