Experienced Technical Customer Support Engineer – SaaS Solutions and Energy Industry Expertise

Welcome to blithequark Join us at blithequark and be part of a mission to transform the energy industry through cutting-edge data solutions. At blithequark, you'll play a vital role in delivering efficient, reliable, and flexible SaaS solutions for data processing and analysis in the energy sector. Together, we're driving digital transformation, maximising ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights. Our team is passionate about making a positive impact on the environment, and we're looking for like-minded individuals to join our journey. As a leader in the energy industry, blithequark is committed to providing innovative solutions that meet the evolving needs of our clients. Our SaaS platform is designed to help energy retailers tackle climate change while keeping the lights on, and we're proud to be making a difference in the lives of people around the world. If you're looking for a challenging and rewarding role that aligns with your values, we encourage you to apply for our Experienced Technical Customer Support Engineer position. Your Role We’re looking for an Experienced Technical Customer Support Engineer who’s ready to take ownership of customer issues and grow into advanced technical troubleshooting. You’ll be the first to dive into reported problems, reproduce them, and resolve or escalate with clarity. You’ll start with Tier-2 troubleshooting (APIs, product usage, browser tools, light scripting) and steadily build toward handling complex integrations and deep debugging. This is an opportunity to join a fast-moving SaaS scale-up, make an immediate impact on customer reliability, and expand your skills through real-world problem-solving. As a key member of our customer support team, you'll be working closely with our engineering teams to resolve complex technical issues and improve our overall customer experience. You'll have the opportunity to work with a range of technologies, including APIs, browser dev tools, and scripting languages, and you'll be expected to stay up-to-date with the latest developments in the field. If you're a motivated and curious individual with a passion for technology and customer support, we encourage you to apply for this exciting role. What You’ll Do Resolve Tier-1 and Tier-2 issues across APIs, product usage, and SaaS workflows, using your technical expertise and problem-solving skills to deliver timely and effective solutions. Reproduce and document bugs with clear steps, logs, and customer impact, ensuring that our engineering teams have the information they need to resolve issues quickly and efficiently. Escalate cleanly to engineering teams with complete context, providing detailed and accurate information to ensure seamless issue resolution. Communicate empathetically and proactively with customers, meeting SLAs and ensuring that our customers receive the highest level of support and service. Maintain ticket quality in Zendesk and Jira, ensuring that our customer support systems are up-to-date and accurate. Spot recurring issues and share insights with Product and Engineering, helping to identify areas for improvement and drive continuous innovation and growth. Contribute to support documentation and knowledge base, helping to create a comprehensive and accessible resource for our customers and internal teams. Participate in a shared on-call rotation, including evenings and weekends, ensuring that our customers receive 24/7 support and assistance. What Success Looks Like You consistently meet response and resolution SLAs, delivering high-quality support and service to our customers and internal teams. Your escalations are structured, clear, and reduce rework for engineering, ensuring that issues are resolved efficiently and effectively. Customers rate your support 95%+ on CSAT, demonstrating your commitment to delivering exceptional customer experiences. You independently resolve Tier-2 issues and expand into complex debugging, developing your technical skills and expertise and taking on increasingly challenging responsibilities. Within 12–18 months, you’re confidently handling advanced troubleshooting and guiding peers through technical challenges, demonstrating your growth and development as a technical customer support engineer. What We’re Looking For 2+ years experience in technical support in SaaS, with a strong understanding of APIs, browser dev tools, and repro workflows. Hands-on experience with APIs, browser dev tools, and repro workflows, with the ability to apply this knowledge in a fast-paced and dynamic environment. Familiarity with Python or scripting, with the ability to learn and adapt to new technologies and systems. Strong written and verbal communication skills, with the ability to communicate complex technical information in a clear and concise manner. Structured, resilient problem-solver with technical curiosity, with a passion for learning and staying up-to-date with the latest developments in the field. Reliable and motivated to take ownership in a high-growth environment, with a strong work ethic and a commitment to delivering high-quality results. Remote First Option Our flagship office is in Antwerp, and we also have an office in London and co-working spaces in Reading (UK), Austin (US), and Melbourne (ANZ). This is a Remote First role, giving you the freedom to choose where and how you work: from one of our offices (if you're nearby), from home, or a mix of both. Please note that you must be based in the UK, as we are not able to consider candidates living in other countries. We believe in providing our employees with the flexibility and autonomy they need to thrive, and we're committed to creating a positive and inclusive work environment that supports the well-being and success of all our team members. If you're looking for a role that offers flexibility, autonomy, and opportunities for growth and development, we encourage you to apply for this exciting opportunity. What's in it for you Flexible work options - whether you choose Office Mix or Remote First Mix (currently available within certain timezones and locations). We offer country-specific mobility benefits, and the ability to work flexible hours. You will be equipped with the best technology for remote work. A job with purpose At blithequark, we’re not just watching the world change—we’re making it happen! We provide cutting-edge data services to energy retailers, helping them tackle climate change while keeping the lights on; we’re here to make a big impact and have some fun along the way. Remuneration Approach, which is clear and no-nonsense, based on your experience and location. We believe in providing our employees with fair and competitive compensation, and we're committed to recognizing and rewarding outstanding performance and contributions. Core Benefits - Wherever your location, you can expect a generous PTO allowance and health insurance coverage. We're committed to supporting the well-being and success of all our team members, and we offer a range of benefits and perks to help you thrive in your role. Career Growth opportunities As blithequark is growing at an incredible pace, you can leave your mark – growing alongside blithequark. Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work. We're committed to providing our employees with opportunities for growth and development, and we'll support you every step of the way as you build your career with us. International Travel We host blithequark Company-Wide Gatherings where we all get a chance to see each other in real life. Past locations have included Portugal, Amsterdam, and Spain. We believe in bringing our team together to celebrate our successes, share our experiences, and build strong relationships with our colleagues. Conclusion If you're a motivated and curious individual with a passion for technology and customer support, we encourage you to apply for this exciting opportunity to join our team as an Experienced Technical Customer Support Engineer. At blithequark, we're committed to providing our employees with a positive and inclusive work environment, flexible work options, and opportunities for growth and development. We believe in recognizing and rewarding outstanding performance and contributions, and we're looking for talented and dedicated individuals to join our team and help us achieve our mission. Don't miss out on this opportunity to make a difference and grow your career with a fast-moving and innovative company – apply now to become a part of the blithequark team!