Support Engineer

Description:

We’re looking for a proactive, collaborative, and technically skilled Support Engineer.

At Torchbox, the support function is a vital part of keeping our client services running smoothly. Reporting to the Lead Support Engineer, you’ll be responsible for resolving application issues, implementing upgrades, and improving support processes, all while maintaining excellent communication with clients and internal teams.

A bit about Torchbox

We design and build digital products and services for international NGOs, governments and universities; we’re the digital marketing specialists for many of the biggest charities in the UK; and we created Wagtail CMS, used by Google, NASA, the NHS and thousands more.

Our diverse team of over 120 people is mostly UK-based but with a significant presence in Manila as well as a network of people around the world.

We are on a mission to set a new standard for a purpose-led business. Torchbox is 100% employee-owned - everyone is a co-owner from day one and we are building an amazing, progressive ownership and learning culture. If you are excited about this mission, it’s a great time to join.

What we’re looking for

We’re looking for someone who is passionate about solving problems and embraces the unexpected. On-call incident response outside of UK business hours will be required for this role on a rotated basis including coverage for US timezone and regular (monthly) weekend cover.

If you are methodical, proactive, and thrive in the fast pace of incident resolution you’ll find this role rewarding. You’ll play a key role in delivering great support experiences that will have a real impact on our clients and our business. We’re building a team that values support work as a discipline in itself, and we’re looking for someone who’s committed to growing in this space and helping us set the standard for brilliant support.

Role requirements

The human

• Strong problem-solving and troubleshooting abilities
• Excellent communication skills—able to translate tech talk for non-tech audiences
• Team player with great cross-departmental collaboration skills
• High attention to detail and calm under pressure
• Proactive in suggesting process and tool improvements

The technical

Essential:

• Available for Incident response outside of UK business hours
• Proficiency in Python, Django, and ideally Wagtail
• Comfortable working in (git) version-controlled environments
• Experience writing automated tests
• Familiarity with incident management and ticketing systems (e.g. JIRA, Monday)
• Solid understanding of QA practices

Desirable:

• 2+ years in a technical support or application maintenance role
• Awareness of application security best practices
• Command-line skills in a Linux/Unix-like environment
• Front-end knowledge (CSS, SASS/BEM, Tailwind, TypeScript, JavaScript frameworks)
• Experience with hosting platforms (e.g. Heroku)
• Exposure to DevOps practices and monitoring tools