Support Engineer

At Univerx we build co-browsing, one-click video calls and smart routing for sales and support teams. Describing a screen over the phone is the slowest part of both jobs, so we built a way to just look at it together.

Our customers work in finance, insurance, healthcare, energy and the public sector. They see 35% higher conversion, 60% faster resolution and 45% fewer support tickets once the agent and the customer share the same screen.

We are a small, ambitious team that values curiosity, ownership and collaboration. We move quickly, ask for feedback early, and care about the details. If that sounds like how you work, we would like to hear from you.

The Role

As a Support Engineer, you'll solve the technical problems customers hit while running live sessions in production: a call that will not connect, an embed that clashes with a host page, a routing rule that misfires.

You'll be the first person to see most real-world bugs, and the one who writes them up properly.

What You'll Do

• Diagnose and resolve customer issues across the embed, video and routing.
• Reproduce browser, device and network-specific connection failures.
• Write clear bug reports that engineering can act on without a follow-up.
• Maintain help centre articles and internal troubleshooting guides.
• Escalate and coordinate during incidents that affect live sessions.
• Spot repeat issues and push for the fix rather than the workaround.
• Support onboarding teams with technical setup questions.

Requirements

• 2+ years in technical support, ideally for a developer-facing product.
• Solid knowledge of browsers, HTTP, JavaScript and dev tools.
• Experience debugging real-time or media issues is a plus.
• Patience and precision when a customer is under pressure.
• Excellent written communication.
• Comfort working with engineering on root cause, not just symptoms.
• Willingness to join an on-call rotation.

Why Join Univerx?

• Build Products People Use Live: Your work shows up in real conversations between an agent and a customer, minutes after it ships.
• Grow With Us: Work alongside a small senior team, get real mentorship, and shape a product used by sales and support teams every day.
• Craft-Driven Culture: Design, engineering and research decide together. Quality is part of the plan, not a clean-up task.
• Flexible Work: A remote-friendly environment, flexible hours, and a culture built on trust and ownership.
• Competitive Benefits:
  • Competitive salary and performance bonuses
  • Flexible remote or hybrid work
  • Annual learning and development budget
  • Paid time off and public holidays
  • High-performance equipment
  • Regular team gatherings and off-site events