About Byteful
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.
Software Engineer (Support Function Lead / Support Engineer)
- Python, REST APIs, SQL
- Manchester City Centre (Deansgate) – In-person, 5 days per week
- Full-time
- Salary between £30,000-45,000 (Dependent on experience and skill set)
About the role
We’re hiring a Junior–Mid Level Software Engineer (Support Function Lead / Support Engineer) to own customer success and build our support function from the ground up at a fast-growing proxy infrastructure company used by web-scraping, automation, and agentic AI companies worldwide.
We support thousands of customers across 200+ countries, process 15+ billion proxy requests per month, and handle petabytes of data flowing through our network.
We’ve grown bootstrapped to $2M ARR with +318% YoY platform sign-up growth — and we’re just getting started.
Right now, support runs through the founder. Your job is to change that. You’ll own the entire customer experience — from onboarding and KYC to technical troubleshooting and documentation — and build the tooling and processes that let us scale toward a 24/7 support team. This isn’t a ticket-answering job; it’s a build-the-function job that happens to include answering tickets.
This is a fast-paced, high-ownership startup environment. We move quickly, ship frequently, and expect you to learn fast, take responsibility, and make decisions without waiting for permission.
You’ll gain hands-on experience with support tooling and automation, API integration, KYC and identity verification, trust and safety, and the processes behind a SOC 2 attestation.
What you’ll be doing
- Support customers across chat, email, and tickets — proxy integration, connection and blocking issues, billing and account queries
- Build internal tooling and automations using APIs to speed up support tasks
- Reduce ticket volume at the source by improving customer flows and UX
- Own and improve customer-facing documentation and troubleshooting guides
- Manage ticket triage and evaluate AI tooling for deflection and auto-triage
- Run customer onboarding and KYC flows (iDenfy), including manual review edge cases
- Handle abuse reports, AUP enforcement, and account suspensions
- Feed ticket themes and pain points back into product decisions
What we’re looking for
Must have
- 1–3 years experience in a technical support, customer success, or similar role
- Basic Python (or similar) for automation and working with APIs
- Comfortable with REST APIs and reading API docs independently
- Basic SQL for pulling customer data and debugging
- Excellent written communication — clear, concise, and empathetic
- Comfortable handling sensitive customer data (PII) responsibly
- Comfortable working in-person in Manchester, 5 days per week
- Strong ownership mindset — happy being the first person in the function
Nice to have
- Experience with support platforms (Intercom, Zendesk, Plain, Front, Help Scout)
- Familiarity with proxies/networking (residential vs ISP vs datacenter IPs, sessions, geotargeting)
- Experience with identity verification tools (iDenfy, Sumsub, Onfido, Persona, Veriff)
- Experience with AI support tooling (Intercom Fin, Zendesk AI) or OpenAI/Anthropic APIs
- Trust and safety or abuse-handling exposure
- Familiarity with SOC 2 or compliance platforms (Vanta, Drata, OneLeet)
- Experience writing documentation in Mintlify, GitBook, or Notion
- Willingness to relocate in the future is a plus. We plan to relocate our head office to London within the next few years, and compensation would be reassessed as part of any relocation.
What you’ll get
- Salary between £30,000-45,000 (Dependent on experience and skill set)
- High ownership from day one
- The chance to build a support function from scratch
- A steep learning curve and rapid growth
- A young, ambitious team building a fast-growing company
- Clear path toward leading the support team
How to apply
- Send a short note on why you’re interested
- Examples of customer-facing writing or any support/tooling you’ve worked on
- GitHub or project links if available
- Apply via Indeed platform.
Job Type: Full-time
Pay: £30,000.00-£45,000.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Free flu jabs
- Language training provided
- Referral programme
- Sick pay
- Transport links
Work authorisation:
- United Kingdom (required)
Work Location: In person
