Support Engineer

When a ticket won't scan at the gate, you're the one who makes the show go on anyway.

WHY THIS ROLE EXISTS

Support here is how we learn what to build next

We power everything from club nights to large-format festivals: event pages, ticketing, gate entry, and an AI-powered discovery experience for fans. When something breaks, it breaks in front of a queue, a scanner, or a payment screen, not in a backlog. You'll be the first line of technical response for organisers, internal ops, and consumers, closest to where things actually go wrong.

This is a hands-on, investigative role. You'll work directly with engineering and product, not in a silo, and what you notice in tickets feeds straight back into what gets built next.

WHAT YOU’LL ACTUALLY DO

Real responsibilities, not a wish list

Triage and resolution

Triage and resolve incoming issues from organisers, internal teams, and end users across the ticketing and event lifecycle.
Debug front-of-house issues: broken layouts, misrendered event pages, and component-level problems in our React frontends using HTML, CSS, and React.

Investigation and documentation

Reproduce bugs and write clear, reproducible escalation reports for engineering.
Verify fixes before closing the loop, not just handing the ticket off.
Maintain runbooks and internal documentation so the same problem never gets solved twice.

Product Feedback & AI-Powered Support

Spot patterns in tickets and feed them back into the product roadmap.
Use AI tools (Claude, ChatGPT, internal agents) as a core part of your workflow: drafting queries, debugging faster, automating repetitive triage.

WHAT YOU BRING

Specific experience, not vague credentials

Required

1 to 3 years in technical support, support engineering, or a similar hands-on role.
Working knowledge of HTML, CSS, and React: comfortable inspecting a page, spotting layout or rendering issues, and making small fixes in React components.
Solid SQL: you can write joins, filters, and aggregations to answer “what actually happened to this order?”
Basic debugging instincts: reading logs, isolating variables, reproducing issues step by step.
AI-savvy: you already use AI tools daily to work faster, and you're curious about pushing them further.
Clear written communication: most of your output is written, and it needs to be precise.
Calm under pressure: event days are live, and things break at the worst times.

Preferred

Exposure to Golang, enough to read backend service code and trace an issue through it.
Exposure to browser dev tools, REST APIs, or scripting in Python or JS.
Experience supporting a marketplace, ticketing, payments, or events product.
Familiarity with tools like Slack, Notion, and monitoring or observability dashboards.

NON-NEGOTIABLES

How we know this is the right fit

You stay calm when something breaks live.

Event days don't pause for you to think. Gate entry and ticket scans happen in real time, and panic doesn't fix anything.

You escalate with a reproducible report, not a vague complaint.

Engineering can only move fast on what they can actually reproduce. Steps, logs, and context are part of the fix.

You document so the fix outlives the ticket.

A runbook you didn't write is a problem someone else will hit again. Writing it down is part of the job, not extra credit.

You use AI as part of the job, not a shortcut around it.

Faster triage matters, but the judgment behind the fix is still yours.