Product Support Engineer – EMEA

About This Opportunity

We are representing a confidential SaaS organization that is expanding its global Support team to provide 24/7 coverage across time zones. This is a unique opportunity to join as the first Product Support Engineer in EMEA, establishing the technical Support Engineering presence across European time zones with significant ownership and visibility.

Our client staffs across regions rather than relying on on-call rotations. The specific schedule for this opening will be discussed during the interview process.

Responsibilities

As a Product Support Engineer, you will serve as the technical layer between frontline Support and Engineering, taking on complex issues that require deep technical investigation:

• Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved
• Set a high bar for technical investigations and ensure Engineering receives clear, actionable, well-validated product issues with reproduction steps, relevant evidence, customer impact, and root-cause hypotheses
• Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers
• Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback
• Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing technical context
• Establish EMEA coverage, handoff, and operating practices across European time zones while bringing regional customer patterns to the global Support Engineering team
• Track and improve key outcomes: resolution speed, escalation quality, reduced avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence

What We're Looking For

You should apply if:

• You have worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior
• You are comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes
• You can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly
• You write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones
• You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design
• You want to be the first technical owner for EMEA and are energized by building regional structure within a global team

This role is not suitable if:

• You are looking primarily for a high-volume support role centered on predefined troubleshooting steps, rather than open-ended technical investigation and ownership
• Most of your experience is in internal IT, help desk, endpoint, hardware, network, infrastructure, cloud operations, or systems administration—and you have not worked extensively with customer-centric SaaS applications, APIs, logs, or data-backed troubleshooting
• You prefer to pass difficult issues to another team rather than reproduce, investigate, and explain them yourself
• You are looking for a role focused mainly on writing production code; this role diagnoses and escalates bugs but does not own code changes
• You prefer clear-cut problems and predefined answers over working through ambiguity with careful documentation, focused questions, and evidence-based decisions

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your application and schedule an initial screening conversation. If there is a strong mutual fit, we will submit your profile to our client for consideration. We ask that you do not contact the client directly during this process, as we are managing the recruitment exclusively.

The interview process includes:

• Intro call with Recruiting (30 minutes)
• Take-home assessment (5 days to complete)
• Hiring Manager interview (45–60 minutes)
• Virtual onsite (120 minutes total, including technical and integration skills assessment, leadership interviews, and closing questions)

Your onboarding will combine product and company training with a Support Engineering-specific ramp plan, with regular check-ins throughout your first 90 days.

Pay

Pay via Get A Job.ai varies by location within the EMEA region. Our client offers equity as part of the total compensation package. Additional benefits include unlimited PTO, annual learning and professional development budget, home-office setup budget, extended health benefits where available, and opportunities to connect with teammates through offsites and events.

Get A Job.ai is an equal opportunity recruiter. We welcome and encourage applications from candidates of all backgrounds, experiences, and perspectives.