Customer Support Engineer

About the role

As a Support Engineer at Pugpig you'll play a crucial role by bringing customers onto our platform and helping our existing customers with their questions and problems. You’ll be immersed in our products, plus the worlds of publishing and mobile apps. Depending on your skill set and interests (plus what’s happening on a given day), you could be debugging and fixing code, or configuring our customers’ apps. This is an ideal role for someone who is passionate about technology, wants to learn how a SaaS company operates, and looking to build a career in the tech industry. 

Key responsibilities

• This is a hands-on role. You’ll be using our tools to build and submit apps yourself, plus getting stuck in troubleshooting and figuring out knotty problems

• You’ll get to know the ins and outs of the process of building apps and submitting them to stores, as well as learning about websites, content management systems and various tech tools.

• You’ll help monitor our support desk, triaging customer support tickets and fixing problems, where possible, or working with developers to find a solution

• You’ll work closely with our Customer Success Managers and Project Managers to onboard new customers to the Pugpig platform on time and to the highest possible standard

• You’ll coordinate simple technical requirements with the development team (e.g. integrations with a customer’s subscription system, or simple feed work)

• You’ll develop documentation and train customers on our product, and also where needed provide training on third-party tools (e.g. basic analytics, push notifications)

About Pugpig

• We are the best mobile publishing platform on the market and we work with the world's best media companies.

• We work in close partnership with our customers to conceive, evolve, customise and operate our platforms, so they can focus on their core business.

• Our platforms power hundreds of apps for the biggest media brands in the world, including The Independent, New Scientist, The Spectator, Condé Nast, Reach, DMG Media, CNN, Hearst and many more.

• We work with news media, consumer magazines, B2B publishers and membership organisations.

• Our teams in London and New York offer deep expertise and support to customers around the world.

Working at Pugpig

Here are some of the things you’ll experience if you come and join us:

• You’ll be working with the world’s best media companies

• Alongside an awesome, vibrant team of technology professionals

• With a set of values that puts an emphasis on quality of life for all of our team members

• Hybrid working and shorter days on Wednesdays and Fridays

• Performance-related bonus scheme

• Wellbeing support and healthcare options

• Volunteering days every year so that you can support a charity that’s close to your heart

• Training and conference budgets that help you stay on the top of your game

• Loads of team social activities

Our values

• Be the solution

We take the initiative and seek to solve problems with creativity.

• Make tomorrow better

We think critically about what will deliver our goals and improve tomorrow;

Our future selves will thank us.

• Zoom out

We think big picture and look beyond our immediate field of vision.

• Be kind

We communicate with kindness, openness and respect;

We approach interactions with a positive and supportive attitude.

• Enjoy the ride

We have fun and prioritise quality of life, even when we’re up against it.

About you

You’re curious and passionate about technology and SaaS. You’re looking for a technical (but not necessarily coding) role, perhaps as a stepping stone into product development, operations, or other technical pathways, where you can build a strong foundation and find your niche in tech. You’re an excellent communicator, being happy talking to customers and developers regularly. You're quick to learn and pick up new skills, and you’ll be able to use your creativity to overcome challenges. You have an interest in media and publishing, can get to grips with our products and services quickly, and take pride in helping our customers. You’re happy working in a busy, buzzy atmosphere and are adept at juggling multiple priorities at the same time.

You’ll have these skills and qualities: 

• Enthusiastic, well-organised and uses initiative

• Great attention to detail with a helpful, can-do approach to work

• Excellent communicator (both written and verbal) and a team player

• Desire to learn continuously and get to know new technologies

• Experience with coding or content management systems is an advantage

• Proficiency in WordPress and/or experience in a similar role would be beneficial, but not essential

If this role sounds like a great fit, get in touch with us, we’d love to hear from you!

Pugpig is committed to promoting an inclusive culture. We believe that diversity leads to a happier and more productive working environment.

We welcome suitably qualified applicants from all different backgrounds.

Please let us know if you have additional requirements. We are happy to make the necessary accommodations so that we can facilitate a positive recruitment process.