FlatPlan is the leading Apple News technology and strategy provider, working with 230+ consumer publishers including The Atlantic, The Athletic, Vox Media and the Premier League. We're a preferred provider to Apple, helping the world's biggest publishers reach hundreds of millions of readers through Apple News and beyond. We're profitable, growing, and scaling sanely - a sharp team doing meaningful work at pace
You will be a founding member of our dedicated Support Engineering team. This is not a helpdesk role; you will own technical issues from initial triage to full resolution, working across the full stack.
You will be responsible for:
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Technical Ownership: Grading/prioritizing issues (P0–P3), investigating scraping failures, API submission errors, and infrastructure-related bottlenecks.
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Resolution: Implementing fixes, working with QA for verification, and ensuring fixes are permanent.
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Systemic Improvement: Improving observability, reducing technical debt, and documenting common issue types to prevent recurrence.
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Strategy: Building AI-assisted triage workflows and defining operational playbooks for the new function.
A core part of this role is building a more AI-driven support function. You will be expected to:
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Build workflows that grade incoming tickets, gather necessary logs, and suggest technical causes.
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Develop internal tools that can produce PRs for straightforward issues.
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Review AI-generated code and improve the guardrails around automated systems.
Note: You do not need to be an expert in agentic engineering, but you must be able to demonstrate how you have used AI to improve real technical work. We currently utilize Claude and Claude Code.
We care less about your exact title and more about your ability to own a problem.
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Technical Baseline: Commercial experience with JavaScript and Node.js. Ability to work across front-end and backend systems.
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Skillset: Confidence investigating issues in live production environments, strong debugging skills, and comfort working with APIs, logs, and cloud infrastructure (AWS/Heroku/DigitalOcean).
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Traits: High level of ownership, clear written communication, and good judgment regarding technical risk and customer impact.
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Nice to Have: TypeScript, PHP/WordPress knowledge, and experience building monitoring tools or internal automation.
Within 3 Months:
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You are independently picking up and closing tickets, handling P2 and P3 issues autonomously.
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You are contributing to P1 investigations alongside the team.
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Your fixes are stable; tickets rarely reopen once closed.
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You are beginning to identify patterns in incoming issues to proactively reduce support volume.
Within 6 Months:
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The Support function is effectively buffering the Product/Projects teams from disruption.
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You have scoped or implemented improved observability.
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At least one automated support workflow is actively in use.
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Recurring issues are being addressed systematically, with infrastructure and security risks flagged proactively.
The Team: You will join a new Support Engineering team alongside an experienced engineer (formerly Stripe/Apple), who will facilitate your onboarding and platform knowledge until you're comfortable within your role. Your closest daily collaborators include our Engineering Manager (Andrew), our Support Lead (Michael), and our QA and customer-facing teams.
How We Work: We are a fully remote company emphasising collaboration. We hold weekly engineering syncs, informal open office hours and "donut" chats. We meet in person in the UK quarterly and dedicate half a day each week to personal learning or experimental projects.
On-Call Support: Participation in the engineering on-call rota is required. This covers only serious, out-of-hours P0 incidents and is shared on a rotating basis. A separate compensation package applies.
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Introductory Conversation with our Talent Partner (Matt) - 30 mins
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Technical Interview: A deeper discussion with our Engineering Manager + Lead Developer - 60 mins
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Team & Culture: Video call with our CEO (Kieran) - 60 mins
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Paid Half-Day: A collaborative, paid working session based on a realistic FlatPlan problem to see how we work together.
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Salary - genuinely market competitive & full details will be provided during the first stage of interviews
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Fully remote work within the UK
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34 days total hols (incl bank hols)
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NEST pension contribution
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Macbook Pro & Home-Office budget, plus a dedicated L&D budget
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Separately compensated on-call rota
FlatPlan is an equal opportunities employer and strongly encourages applications from underrepresented backgrounds.
