Product Support Engineer

Location: Marylebone, London (Hybrid)

Job type: Full time

Who We Are

At Tenzo, we’re transforming the way restaurants operate.

Tenzo was created when our Co-Founders Christian (scaling his own 6-location restaurant chain, Hummus Bros) and Adam (leading McKinsey big-data projects) teamed up to fix the industry’s fragmented data headache. We turned first-hand operational pain into the platform restaurateurs rely on to move from surviving to thriving!

Backed by Techstars and top Silicon Valley VCs, we’re a vibrant, global team of 30+ and we are just getting started. We take hospitality seriously and our work passionately as we look to enter an exciting new phase of expansion. As we scale our platform, expand our footprint, and take Tenzo to the next level, we're looking for motivated, curious problem solvers to join us!

The Role

As a Product Support Engineer, you will work with data, APIs, logs, integrations and internal tooling to investigate customer and integration issues, get to the root cause and resolve them where possible before they need to reach Engineering.

You will also own the support backlog, deciding with Product and Engineering what gets fixed and in what order, and using what you see across support to push for fixes at the source. The goal is to create a strong technical layer between Customer Success, our integration partners and Engineering, improving the speed and quality of support while allowing engineers to focus on building and improving the product.

Your Mission

• Own technical investigations: Reproduce and diagnose customer problems across our product, data and integrations, using logs, databases, APIs and internal tooling to find the root cause.

• Resolve issues where possible: Solve technical problems that don't require a software change without unnecessarily escalating them to Engineering.

• Give Engineering well-defined problems: When a change is required, provide clear reproduction steps, evidence, customer impact and technical context so engineers can focus on solving the problem.

• Own the technical support backlog with Customer Success: Work with CS to understand impact and urgency, make sure issues are correctly prioritised, and keep them informed with clear explanations they can use with customers.

• Work with our integration partners: Act as a technical point of contact for partners and, once an integration is underway, work through APIs, data structures and requirements to get it live and support it afterwards.

• Shape the product with what you learn: Identify patterns across support issues and work with Product and Engineering to prioritise and fix recurring problems at their source.

• Validate and improve our support tooling: Use our automated support and diagnostic tooling in your investigations, check its output can be trusted, and help improve the tooling, processes and workflows we use to resolve technical issues.

Who You Are

• Strong technical problem-solving skills, experience investigating complex issues, and a desire to understand why problems happen rather than simply moving tickets through a queue.

• Experience working with APIs and integrations.

• Ability to query and investigate data using SQL.

• Experience working with logs, monitoring or observability tooling.

• Confidence working directly with customers and technology partners, including external technical teams delivering or supporting integrations.

• Comfort using AI tools in your day-to-day work, and the judgement to check their output before acting on it.

• Enough software development experience to understand application behaviour and investigate problems at a technical level.

• The ability to distinguish between configuration, data, integration and software problems.

• Strong communication skills, including explaining technical problems clearly to non-technical stakeholders.

• Good judgement around impact, urgency and prioritisation.

• A collaborative approach to working with Customer Success, Product and Engineering.

Desirables

• Experience working with restaurant, hospitality or EPOS/POS integrations.

• Experience in B2B SaaS, ideally in a startup or scale-up environment.

• Experience with data pipelines or ETL systems.

• Experience with cloud platforms such as AWS.

• Experience with support automation or diagnostic tooling.

• Experience writing scripts or small tools to support technical investigations.

• Experience supporting third-party API integrations throughout their lifecycle.

Life at Tenzo

• Financial & Equity : Stock options so you get a share in our growth, plus a competitive ESG-focused pension scheme

• Team Events : Quarterly customer restaurant lunches, annual global team offsite, and quarterly socials (in-person & virtual).

• Time Off : 25 days annual leave + bank holidays (increases to 27 days after 1 year, 29 days after 2 years).

• Flexible Working : Hybrid working model (minimum 2 days a week in the office in Marylebone, London) with up to 2 weeks remote work abroad during summer

• Tech & Setup : MacBook, workstation perks, all software needed, plus a £75 annual work-from-home budget.

• Growth & Wellbeing : Dedicated professional development time, eyesight tests + £75 spectacle contribution.

Diversity and Inclusion

Tenzo is an equal-opportunity employer and we truly value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status.

Please note: exclusively no recruiter emails for this role. We have established recruitment partnership agreements in place and no need to work with additional recruitment partners at this time.