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Job Post Details

Software Engineer (Support Function Lead / Support Engineer) - job post

Byteful.com
Manchester
£30,000 - £45,000 a year - Full-time
Responded to 51-74% of applications in the past 30 days, typically within 4 days.

Job details

Pay

  • £30,000 - £45,000 a year

Job type

  • Full-time

Location

Manchester

Benefits

Pulled from the full job description

  • Referral programme
  • Employee discount
  • Sick pay
  • Bereavement leave
  • Language training provided
  • Company pension
  • Casual dress

Full job description

About Byteful

Our residential proxy network is used by web scraping, automation and agentic AI companies worldwide. We support thousands of customers across 195+ countries and process 25+ billion proxy requests per month, with +252% YoY platform sign-up growth. We've grown to seven figures in ARR without raising a penny, and we're just getting started.

Software Engineer (Support Function Lead / Support Engineer)

  • Python, REST APIs, SQL
  • Manchester City Centre (Deansgate) – In-person, 5 days per week
  • Full-time
  • Salary between £30,000-45,000 (Dependent on experience and skill set)

About the role

We’re hiring a Junior–Mid Level Software Engineer (Support Function Lead / Support Engineer) to own customer success and build our support function from the ground up at a fast-growing proxy infrastructure company used by web-scraping, automation, and agentic AI companies worldwide.

We support thousands of customers across 200+ countries, process 15+ billion proxy requests per month, and handle petabytes of data flowing through our network.

We’ve grown bootstrapped to $2M ARR with +318% YoY platform sign-up growth — and we’re just getting started.

Right now, support runs through the founder. Your job is to change that. You’ll own the entire customer experience — from onboarding and KYC to technical troubleshooting and documentation — and build the tooling and processes that let us scale toward a 24/7 support team. This isn’t a ticket-answering job; it’s a build-the-function job that happens to include answering tickets.

This is a fast-paced, high-ownership startup environment. We move quickly, ship frequently, and expect you to learn fast, take responsibility, and make decisions without waiting for permission.

You’ll gain hands-on experience with support tooling and automation, API integration, KYC and identity verification, trust and safety, and the processes behind a SOC 2 attestation.

What you’ll be doing

  • Support customers across chat, email, and tickets — proxy integration, connection and blocking issues, billing and account queries
  • Build internal tooling and automations using APIs to speed up support tasks
  • Reduce ticket volume at the source by improving customer flows and UX
  • Own and improve customer-facing documentation and troubleshooting guides
  • Manage ticket triage and evaluate AI tooling for deflection and auto-triage
  • Run customer onboarding and KYC flows (iDenfy), including manual review edge cases
  • Handle abuse reports, AUP enforcement, and account suspensions
  • Feed ticket themes and pain points back into product decisions

What we’re looking for

Must have

  • 1–3 years experience in a technical support, customer success, or similar role
  • Basic Python (or similar) for automation and working with APIs
  • Comfortable with REST APIs and reading API docs independently
  • Basic SQL for pulling customer data and debugging
  • Excellent written communication — clear, concise, and empathetic
  • Comfortable handling sensitive customer data (PII) responsibly
  • Comfortable working in-person in Manchester, 5 days per week
  • Strong ownership mindset — happy being the first person in the function

Nice to have

  • Experience with support platforms (Intercom, Zendesk, Plain, Front, Help Scout)
  • Familiarity with proxies/networking (residential vs ISP vs datacenter IPs, sessions, geotargeting)
  • Experience with identity verification tools (iDenfy, Sumsub, Onfido, Persona, Veriff)
  • Experience with AI support tooling (Intercom Fin, Zendesk AI) or OpenAI/Anthropic APIs
  • Trust and safety or abuse-handling exposure
  • Familiarity with SOC 2 or compliance platforms (Vanta, Drata, OneLeet)
  • Experience writing documentation in Mintlify, GitBook, or Notion
  • Willingness to relocate in the future is a plus. We plan to relocate our head office to London within the next few years, and compensation would be reassessed as part of any relocation.

What you’ll get

  • Salary between £30,000-45,000 (Dependent on experience and skill set)
  • High ownership from day one
  • The chance to build a support function from scratch
  • A steep learning curve and rapid growth
  • A young, ambitious team building a fast-growing company
  • Clear path toward leading the support team

How to apply

  • Send a short note on why you’re interested
  • Examples of customer-facing writing or any support/tooling you’ve worked on
  • GitHub or project links if available
  • Apply via Indeed platform.

Job Type: Full-time

Pay: £30,000.00-£45,000.00 per year

Benefits:

  • Bereavement leave
  • Casual dress
  • Company events
  • Company pension
  • Employee discount
  • Free flu jabs
  • Language training provided
  • Referral programme
  • Sick pay
  • Transport links

Work authorisation:

  • United Kingdom (required)

Work Location: In person

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