Technical Support Engineer

As a Technical Support Engineer at GraphAware, you will manage our technical support function for GraphAware Hume, our graph-powered intelligence platform. You will provide advanced technical support to our global customer base, ensuring fast and effective issue resolution while continuously improving support processes and tools.

Requirements

• Act as Level 2 (L2) support, independently troubleshooting and resolving reported technical issues, escalating to L3 as needed with complete technical documentation.
• Lead and coordinate support operations across time zones, ensuring stability, responsiveness, and continuous service improvement.
• Contribute to support process design, including SLA structures, metrics definition, and team workflows.
• Collaborate with engineering and product teams to ensure smooth issue resolution, knowledge sharing, and process consistency.
• Maintain and enhance documentation and internal knowledge bases (KB) for efficient future issue resolution.
• Provide online technical support to enterprise customers globally.
• Participate in root cause analysis, monitor recurring issues, and propose improvements to systems and processes.

Benefits

• Remote-first, results-oriented culture: Work autonomously, stay accountable, and focus on outcomes over processes
• True flexibility: Work from anywhere in Europe with schedules that balance your life
• Knowledge growth: Learn through challenging projects and peer collaboration
• Global connections: Build relationships through regular international team meetups
• Competitive compensation: Enjoy regular salary reviews that recognise your evolving impact
• Equity participation: Share in the company's success through our share scheme program