> ## Documentation Index > Fetch the complete documentation index at: https://careers.byteful.com/llms.txt > Use this file to discover all available pages before exploring further. # Support Engineer > This is a full-time, in-person (Manchester, UK) position. Compensation will be based on experience and role. We anticipate relocating our in-person operations to **London, UK** in **late 2027**. Applicants applying for **Manchester-based in-person roles** should be open to the possibility of relocation. We're hiring a Support Engineer to own customer success at a fast growing, bootstrapped proxy infrastructure company based in Manchester. Our residential proxy network is used by web scraping, automation and agentic AI companies worldwide. We support thousands of customers across 195+ countries and process 25+ billion proxy requests per month, with +252% YoY platform sign-up growth. We've grown to seven figures in ARR without raising a penny, and we're just getting started. Right now, support runs through the founder. Your job is to change that. You'll take ownership of the entire customer experience, from onboarding and KYC through to technical troubleshooting and documentation, and build the tooling and processes that let us scale to a 24/7 support team. This is not a ticket answering job. It's a build-the-function job that happens to include answering tickets. This is a fast paced, high ownership environment with a dynamic team. We move quickly, ship frequently, and expect you to learn fast, take responsibility and make decisions without waiting for permission. In return you get direct access to the founder, real influence over the product, and a clear path to leading the support team as we grow. ## Responsibilities 1. Support customers with technical and operational queries across chat, email and tickets, including proxy integration issues, connection and blocking problems, billing and account questions 2. Build internal tooling and processes using APIs for support tasks, designed with audit trails, least privilege access and security in mind, laying the foundation to scale into a 24/7 remote support team 3. Engineer customer flows and UX to reduce ticket volume at the source. Identify friction points and work with the founder to fix root causes rather than repeatedly answering the same questions 4. Own and improve customer facing documentation (guides, API docs, troubleshooting) designed for self service and maximum clarity 5. Manage ticket flows and triage, and evaluate and integrate AI tooling for deflection, agent assist and auto triage, with data handling and vendor risk requirements in mind for SOC 2 6. Manage customer onboarding and KYC flows (iDenfy) for the best possible UX, including manual review queues, edge cases such as document mismatches and resubmissions, and reducing verification drop off 7. Handle abuse reports, AUP enforcement and account suspensions. Recognise suspicious usage patterns, action them and communicate decisions to customers professionally 8. Act as the voice of the customer, feeding ticket themes and pain points back into product and roadmap decisions 9. Document support procedures and runbooks, and follow change management and access review practices in line with our SOC 2 attestation efforts ## Requirements, must have * Based in or able to commute to Manchester. This is an in person role at our Manchester office * Experience with Python (or similar) for automation and API integration. Comfortable with REST APIs, webhooks and reading API docs independently * Experience with building / managing internal tooling * Experience with support platforms such as Intercom, Zendesk, Plain, Front or Help Scout * Excellent written communication. Clear, concise and empathetic customer facing writing * Basic SQL for pulling customer data and debugging issues * Experience handling sensitive customer data (PII) with sound security and access control habits * Comfortable working directly under the founder with high autonomy and ambiguity. You will be defining the support function rather than inheriting one * Comfortable being the first person in the function ## Requirements, nice to have * Startup or early team experience * Experience with platforms such as Retool, Appsmith, Superblocks or Windmill * Familiarity with proxy and networking fundamentals: residential vs ISP vs datacenter IPs, sessions, geotargeting, bandwidth metering, and common blocking and anti bot issues * Experience with identity verification platforms, ideally iDenfy, or Sumsub, Onfido, Persona or Veriff * Experience with AI and LLM support tooling (Intercom Fin, Zendesk AI) or building custom flows with OpenAI or Anthropic APIs * Trust and safety or abuse handling experience (fraud signals, stolen cards, multi accounting, takedown requests) * Familiarity with SOC 2 or compliance platforms (OneLeet, Vanta, Drata, Secureframe) * Experience writing documentation in Mintlify, GitBook, Notion or similar * Workflow automation experience (Zapier, Make, n8n) ## Working arrangement * Full time, in person at our Manchester office * Reports directly to the founder * Opportunity to grow into leading and training the future support team as we scale toward 24/7 coverage
Join us on our exciting journey to shape the web data collection industry! Apply on the Indeed platform by clicking the button below. Apply on the Indeed platform If you have any issues applying through Indeed, you can email your CV and cover letter to [careers@byteful.com](mailto:careers@byteful.com), though applying via Indeed is the preferred option.