Product Support Engineer

Tenzo - Restaurant PerformanceOps

. Reproduce and diagnose customer problems across the product, data and integrations using logs, databases, APIs and internal tooling .

Posted 10/13/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical problem-solving skills and the ability to investigate complex issues, particularly with APIs, integrations, and data. Proficient in communicating technical problems clearly to non-technical stakeholders while collaborating effectively with Customer Success, Product, and Engineering teams.

Highest-signal resume keywords

Technical Problem-SolvingAPI Integration ExperienceSQL Querying SkillsSupport Automation ToolingCloud Platform Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Problem-SolvingAPI IntegrationSQL QueryingLog InvestigationSupport AutomationData InvestigationScriptingDiagnostic ToolingData Pipeline ExperienceETL Systems

Soft Skills

Strong CommunicationJudgement on Impact and UrgencyCollaborative Approach

Tools & Technologies

Monitoring ToolingObservability ToolingAI ToolsCloud PlatformsInternal Tooling

Industry Keywords

B2B SaaSRestaurant IntegrationsHospitality IntegrationsEPOS/POS Integrations

Tech Stack

Tools & technologies

AWSCloudETLSQL

About the role

Key responsibilities & impact

Reproduce and diagnose customer problems across the product, data and integrations using logs, databases, APIs and internal tooling
Resolve technical problems that do not require a software change without unnecessarily escalating them to Engineering
Provide Engineering with clear reproduction steps, evidence, customer impact and technical context when changes are required
Own the technical support backlog with Customer Success
Understand impact and urgency, prioritise issues correctly and keep Customer Success informed with clear customer-facing explanations
Act as a technical point of contact for integration partners
Work through APIs, data structures and requirements to launch and support integrations
Identify patterns across support issues and work with Product and Engineering to fix recurring problems at their source
Validate automated support and diagnostic tooling output
Improve support tooling, processes and workflows used to resolve technical issues

Requirements

What you’ll need

Strong technical problem-solving skills
Experience investigating complex issues
Experience working with APIs and integrations
Ability to query and investigate data using SQL
Experience working with logs, monitoring or observability tooling
Confidence working directly with customers and technology partners, including external technical teams delivering or supporting integrations
Comfort using AI tools in day-to-day work and judgement to check their output before acting on it
Enough software development experience to understand application behaviour and investigate problems at a technical level
Ability to distinguish between configuration, data, integration and software problems
Strong communication skills, including explaining technical problems clearly to non-technical stakeholders
Good judgement around impact, urgency and prioritisation
Collaborative approach to working with Customer Success, Product and Engineering
Experience working with restaurant, hospitality or EPOS/POS integrations desirable
Experience in B2B SaaS, ideally in a startup or scale-up environment, desirable
Experience with data pipelines or ETL systems desirable
Experience with cloud platforms such as AWS desirable
Experience with support automation or diagnostic tooling desirable
Experience writing scripts or small tools to support technical investigations desirable
Experience supporting third-party API integrations throughout their lifecycle desirable

Benefits

Comp & perks

Stock options
Competitive ESG-focused pension scheme
Quarterly customer restaurant lunches
Annual global team offsite
Quarterly socials (in-person & virtual)
25 days annual leave plus bank holidays
Annual leave increases to 27 days after 1 year and 29 days after 2 years
Hybrid working model
Up to 2 weeks remote work abroad during summer
MacBook
Workstation perks
All software needed
£75 annual work-from-home budget
Dedicated professional development time
Eyesight tests
£75 spectacle contribution