Technical Support Engineer

The RoleTapi is looking for a Technical Support Engineer to own technical support operations from the UK timezone. You'll work independently diagnosing and resolving customer issues, whilst collaborating with our Wellington-based engineering team to improve platform reliability and reduce support volume over time.This role starts with reactive support work, triaging customer issues, investigating bugs, and resolving technical problems. As you build system knowledge, you'll progress to proactive platform improvements, contributing to site reliability, automation, and tooling that reduces future incidents.Reporting to the Head of Engineering, you'll be part of our tech support team, working closely with customer success whilst building deep technical expertise in our platform.About TapiTapi is an AI-native SaaS platform reimagining how property maintenance is done. We bring property managers, tenants, and trades suppliers into one seamless experience, using AI to reduce admin, speed up workflows, and create better outcomes for everyone.We already support more than 450,000 properties across New Zealand and Australia, and we're just getting started. With expansion into the UK (and beyond) ahead of us and an ambitious roadmap, this is a pivotal time to join.What You'll DoTriage and resolve technical support issues reported through Linear and customer channels.Debug web application issues using production system access, logs, and database queries.Communicate clearly with our customer success team to understand problems and explain solutions.Document issues, resolutions, and system behaviour to build team knowledge.Work UK business hours with 1-2 hours per week syncing with the Wellington engineering team.Identify patterns in support tickets to recommend platform improvements.Progress to proactive work: automation, monitoring, tooling, and site reliability improvements.Build expertise in Tapi's Elixir/Phoenix backend, PostgreSQL database, Vue frontend, and AWS infrastructure.What You'll BringExperience with web applications: debugging, understanding logs, tracing requests through systems.Comfortable with SQL and database queries to investigate data issues.Strong problem-solving skills with ability to work independently and methodically.Clear communicator who can explain technical concepts to non-technical stakeholders.Interest in site reliability engineering or DevOps practices.Love for technical support work—helping customers whilst improving systems.Eagerness to learn new technologies and take ownership of problems.Experience with Elixir and PostgreSQL (desirable but not required).Familiarity with AWS, observability tools, or automation (desirable but not required).A 10/10 Candidate WillTake full ownership of technical issues, treating each one as an opportunity to improve the platform.Love the detective work of debugging complex systems and understanding root causes.Communicate proactively, keeping customers and internal teams informed throughout issue resolution.Build system knowledge systematically, documenting learnings and sharing insights with the team.Think beyond fixes to solutions, identifying patterns and proposing improvements.Work independently whilst building strong collaborative relationships with the Wellington team.Why Join TapiBe part of a SaaS company reinventing property maintenance.Work with a talented, supportive team that moves fast and values ownership.Work remotely with flexibility and autonomy.Make a real impact by ensuring reliability of systems that thousands of customers depend on daily.Progress from reactive support to proactive platform improvements as you grow.