We are building a dedicated technical support function to change that.

This role exists to help establish a high-performing support capability that resolves complex issues quickly, partners effectively with customer-facing teams, and builds the knowledge, tooling, and patterns that make support scalable. You will help turn support into a structured, reliable, and self-service-driven function.

What You’ll Do You will work across the full production environment, partnering with customer-facing and engineering teams to investigate issues, restore service, and continuously improve how the platform is supported.

Investigate and resolve complex issues

• Debug across application, infrastructure, and data layers to identify root causes and restore service quickly.

Own issues end-to-end

• Take responsibility from initial triage through to resolution and follow-up. Drive clarity, momentum, and communication at every step.

Enable customer-facing teams

• Act as the technical backbone for support cases. Provide clear answers and guidance so others can support customers with confidence.

Improve resolution quality and speed

• Solve problems properly, not just quickly. Reduce repeat issues by addressing root causes and closing gaps.

Build and scale the knowledge base

• Actively extract knowledge from engineering by asking the right questions, understanding how the system really works, and capturing it clearly.
• Turn this into reusable content that supports self-service, reduces repeat questions, and streamlines RFP and due diligence responses.

Drive self-service adoption

• Create tools, guidance, and patterns that allow common issues to be resolved without escalation.

Work closely with engineering and platform teams

• Partner on deep technical issues, bringing clear context and evidence.
• Learn from each interaction and turn that knowledge into repeatable solutions that reduce future interruptions.

Support incident management and post-mortems

• Play an active role during incidents and ensure follow-ups lead to real improvements, not just documentation.

What Good Looks Like

• Customer-facing teams resolve more issues without escalation
• A strong, trusted knowledge base reduces repeat questions and speeds up RFP responses
• Issues are resolved quickly and don’t keep coming back
• Engineering interruptions reduce over time
• Customers get clear, confident, and timely answers
• Support becomes a trusted, high-signal function across the business

What You’ll Need

• Strong debugging skills across distributed systems
• Experience working with cloud environments and Kubernetes
• Ability to read logs, metrics, and traces to understand system behaviour
• Solid understanding of APIs, databases, and system interactions
• Clear, structured thinking under pressure
• Strong collaboration skills across teams
• Ownership mindset; you take problems through to resolution

Nice to have

• Experience in a second-line or production support role
• Familiarity with tools like Grafana, Sentry, OpenSearch, or similar
• Experience with incident management and post-mortems
• Exposure to enterprise or regulated environments

How We Work

• We solve problems properly, not temporarily
• We enable others rather than creating dependency
• We write things down so others don’t have to rediscover them
• We reduce noise and protect the engineering focus
• We take ownership from start to finish

The opportunity This function is being built now.

You will work closely with the team lead to shape how support operates; how we partner with the wider organisation, how we resolve issues, how we build knowledge, and how we enable self-service at scale.

Done well, this team improves customer experience, reduces operational load on engineering, and becomes a critical part of how Hawk scales.