About the role
AutoM8 is our new platform, and we’re launching it now. This is the first dedicated support hire for it, a standalone Tier 2 role sitting inside the development team, so you learn the platform at its deepest level and stay close to the people building it.
You’ll be the go-to person for resolving customer and internal issues as AutoM8 scales, bridging three groups: the developers building the platform, internal IT and tooling, and our customer-facing support (SDO) team. You’ll start hands-on, setting up vehicle cameras and tracking devices and working through real issues, so you build a genuine, end-to-end understanding of how everything fits together.
What you’ll do
- Provide Tier 2 technical support for AutoM8, diagnosing and resolving customer-reported and internal issues across hardware and software.
- Set up and configure cameras and connected devices to understand the full deployment lifecycle first- hand.
- Triage incoming issues, resolve what you can directly, and escalate genuine platform bugs to the development team with clear, well-documented reproduction steps.
- Work alongside Sales to understand customer context and ensure issues are handled smoothly as accounts come on board.
- Liaise with internal IT on how AutoM8 should integrate with our internal tools and systems.
- Document issues, resolutions, and how-to guidance to build up a knowledge base.
- As we scale, help train new support team members.
What we’re looking for (essential)
- Proven experience in a technical support role (Tier 2 / second-line or equivalent), ideally in a software or technology environment.
- Strong troubleshooting skills across both software and hardware, comfortable getting hands-on with physical devices as well as diagnosing application issues.
- Confidence setting up and configuring connected hardware such as cameras, sensors, or IoT/networked devices.
- Clear written and verbal communication, with the ability to translate technical detail for non-technical audiences and write reproducible bug reports for developers.
- A self-starter who’s comfortable working standalone and defining their own processes in a fast-moving, early-launch environment.
- Strong collaboration skills and the ability to work across development, IT, sales, and support teams.
Desirable
- Experience supporting a platform or product through its early launch or scale-up phase.
- Familiarity with camera systems, CCTV/surveillance hardware, networking, or IoT deployments.
- Exposure to internal tooling, integrations, or ticketing/support systems.
- Interest in mentoring and training others.
Pay: From £26,300.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
