The role:We're looking for a
Platform Support Engineer who combines technical curiosity with a real commitment to customer care. You'll dig into platform issues, connect the dots across teams and take ownership from the first enquiry through to resolution.
You'll join our Engineering Support team, working at the point where Engineering, our partners and our customers meet. The team supports customers across Europe, the UK and North America, with this role primarily focused on
our North American regions.
Your day could include investigating an API issue with a partner's engineering team, working with Sales, Operations and Finance to untangle a customer journey, or improving a runbook to help the team resolve the next issue faster.
You'll build a deep understanding of our platform, work closely with our global Product and Engineering teams, and help make the Liberis experience better for everyone who relies on it.
What you'll get to do:- Investigate and resolve platform issues. Use SQL, logs, error messages and code to understand what's happening, identify the cause and find a solution.
- Own support cases from start to finish. Gather evidence, clarify the problem, set clear expectations and keep customers, partners and colleagues updated.
- Build your platform expertise. Develop the knowledge to resolve a significant proportion of requests independently, while meeting response and resolution SLAs.
- Make escalations count. Reproduce issues, write clear bug reports and bring in the right Product and Engineering colleagues when changes are needed.
- Help prevent repeat problems. Work across teams to identify recurring issues and support lasting fixes.
- Improve how we support our users. Keep runbooks and documentation useful, strengthen triage processes and share insights into platform stability.
- Support our North American customers and partners. Build strong relationships and provide clear, empathetic support when it matters most.
The interview process:- Screening call with Chess -Internal Recruiter (30 mins)
- Video interview with the Hiring Manager (1 hour)
- Interview with the Engineering team (1 hour)
- Video interview with the wider Liberis team (1 hour)
What we think you'll need:- Proven success resolving software support issues in a technical, application or platform support role, with examples of problems you've investigated and taken through to resolution.
- Practical experience using technical tools to troubleshoot, including writing SQL queries to check data, interpreting logs and error messages, and investigating or explaining API behaviour.
- Examples of investigating beyond the initial symptoms, tracing how a system works and reading relevant code to understand the cause of an issue.
- Experience finding solutions or workarounds, with examples of how you tested your assumptions and helped users move forward.
- Experience communicating with customers, technical teams and internal stakeholders, including explaining complex issues clearly, managing expectations and working with non-technical stakeholders.
- Experience managing multiple support cases, prioritising competing requests, keeping accurate records and progressing blocked issues through timely follow-up or escalation.
- Examples of owning the customer experience from enquiry to resolution, keeping users informed and checking that the solution addressed their needs.
Next steps If this opportunity feels like the right fit for your next career move, we'd love to hear from you!
Even if you don't meet every requirement, don't hesitate to apply or reach out to Chess (Internal Recruiter) on chess.crossley@liberis.com
Our hybrid approachWorking together in person helps us move faster, collaborate better, and build a great Liberis culture. This role requires at least three days per week in the office, with flexibility around which days depending on team and business needs. Our ways of working may evolve over time, including office attendance expectations. At Liberis, we embrace flexibility as a core part of our culture, while also valuing the importance of the time our teams spend together in the office.
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