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The Role
Skreen.ai is hiring a Solutions Engineer to own technical support, quality assurance, and platform health as we scale. You'll be the first point of contact for customer-reported issues, the person who tests new features before they go live, and the technical translator between our customers, Sales team, and engineering team.
This is a hybrid role by design — part customer support, part QA, part technical account management. You don't need to be a professional developer, but you do need to be comfortable reading logs, reproducing bugs, and having technical conversations with both customers and engineers.
Responsibilities (what you'll do)
- Be the primary point of contact for customer technical support — triaging, investigating, and resolving issues raised via support tickets, email, or calls.
- Run manual testing and quality checks on new features and releases before and after they ship, catching issues before customers do.
- Monitor platform health — keeping an eye on uptime, error rates, and key workflows (e.g. interview scheduling, CV parsing, integrations) — and escalating anomalies quickly.
- Act as the technical liaison between Sales and customers — supporting pre-sales technical questions, demos, onboarding, and implementation of integrations (calendar, email, ATS/CRM setup).
- Reproduce and clearly document bugs for the engineering team, including steps to reproduce, expected vs actual behaviour, and relevant logs/screenshots.
- Maintain and improve internal and customer-facing documentation, FAQs, and knowledge base articles.
- Help configure client-specific settings (workflows, integrations, branding) as part of onboarding and ongoing account support.
- Feed recurring customer issues and feature requests back into the product roadmap, representing the voice of the customer internally.
- Support basic diagnostics using SQL queries, API/webhook logs, and browser dev tools to speed up investigation before looping in engineering.
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Must-have skills and experience
- Proven experience in a customer-facing technical role — technical support, solutions engineering, customer success engineering, or similar.
- Excellent communication skills — able to explain technical issues clearly and calmly to both non-technical customers and internal stakeholders.
- Strong troubleshooting and problem-solving mindset, with genuine curiosity about how systems work and why things break.
- Coding/development experience, ideally frontend-leaning (HTML/CSS/JavaScript/TypeScript), enough to read code, use browser dev tools, and communicate precisely with engineers.
- Experience with manual testing/QA processes — writing clear test cases and well-structured bug reports.
- Comfortable managing multiple priorities and staying calm under pressure when dealing with live customer issues.
- Highly organised, with strong ownership and follow-through on open issues until resolved.
- Based in the UK, with the right to work in the UK.
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Nice-to-have skills
- Experience with testing automation frameworks (e.g. Playwright, Cypress, Selenium) or an interest in building these out over time.
- Experience with support/ticketing tools (e.g. Zendesk, Intercom, Freshdesk, HubSpot Service Hub).
- Familiarity with SQL for basic data diagnostics.
- Frontend/UX experience — comfortable with React or similar, able to make small fixes or configuration changes directly.
- Awareness of SEO fundamentals — useful for supporting marketing pages, blog content, and public-facing job listings.
- Experience with monitoring/observability tools (e.g. Sentry, Datadog, Grafana, status pages).
- Experience debugging APIs/webhooks (e.g. with Postman/Insomnia) and third-party integrations (calendar, email, SSO).
- Experience in recruitment-tech, HR-tech, or related SaaS products.
- University degree — nice to have, not required.
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