Software Engineer Support Function Lead

Salary: £30,000 - 45,000 per year

Requirements:

• 1–3 years of experience in a technical support, customer success, or similar role
• Basic Python skills, or similar, for automation and working with APIs
• Comfortable with REST APIs and able to read API documentation independently
• Basic SQL skills for pulling customer data and debugging
• Excellent written communication skills; clear, concise, and empathetic
• Comfortable handling sensitive customer data (PII) responsibly
• Comfortable working in person in Manchester, 5 days per week
• Strong ownership mindset and comfortable being the first person in the function
• Experience with support platforms such as Intercom, Zendesk, Plain, Front, or Help Scout is a plus
• Familiarity with proxies and networking concepts such as residential, ISP, and datacenter IPs, sessions, and geotargeting is a plus
• Experience with identity verification tools such as iDenfy, Sumsub, Onfido, Persona, or Veriff is a plus
• Experience with AI support tooling or OpenAI/Anthropic APIs is a plus
• Trust and safety or abuse-handling experience is a plus
• Familiarity with SOC 2 or compliance platforms such as Vanta, Drata, or OneLeet is a plus
• Experience writing documentation in Mintlify, GitBook, or Notion is a plus
• Willingness to relocate in the future is a plus

Responsibilities:

• Support customers across chat, email, and tickets for 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, including manual review edge cases
• Handle abuse reports, AUP enforcement, and account suspensions
• Feed ticket themes and customer pain points back into product decisions

Technologies:

• AI
• API
• Support
• Network
• Python
• REST
• SQL
• Web
• Zendesk
• UX UI Design
• GitHub

More:

We are Byteful, a fast-growing proxy infrastructure company serving web scraping, automation, and agentic AI companies worldwide. Our residential proxy network supports thousands of customers across 195+ countries and processes more than 25 billion proxy requests per month, with strong year-over-year growth and seven figures in ARR without outside funding. We offer a full-time, in-person role based in Manchester City Centre (Deansgate), with a salary of £30,000-£45,000 depending on experience and skill set. This is a high-ownership opportunity to build our support function from the ground up, gain hands-on experience with support tooling, automation, KYC, trust and safety, and compliance processes, and work alongside a young, ambitious team with a clear path toward leading the support team.

last updated 31 week of 2026