Product Quality & Support Engineer

Product Quality & Support Engineer London About Antare Join Antare as we go to market. We’ve been busy building the physical security intelligence platform of the future. Our always-connected platform automatically detects risks, captures evidence and reports on real-world events as they happen, delivering intelligent insights through an intuitive user interface, all hosted in the cloud. Our product is designed so commercial organisations — including private security, retail, hospitality and other industries — never miss an incident. The Antare founding team of product designers and engineers have together built companies that have been collectively acquired for billions of dollars. We have a genuine level of success under our belts that you could help contribute to. Today, we’re a growing, hands-on team spanning product, design, finance, marketing, sales, hardware and software engineering. Why this role exists Our products live in the real world, that means devices lose connectivity, unusual customer environments expose edge cases, users find workflows we didn't anticipate, software interacts with hardware in unexpected ways, and occasionally things just go wrong. We are expanding the team to ensure that our customers always get a seamless, smooth and bug-free experience. This role sits directly between our customers and our engineering team. You’ll help customers when something isn't working, investigate what actually happened, reproduce failures, work with engineers to fix the underlying problem, and make sure we don't ship the same problem again. This role combines product quality and technical customer support, because we believe the feedback loop matters. A customer reporting a problem shouldn't result in a vague ticket being thrown over the wall. We want someone who can relate to our customers' experiences, act as their advocate, and drive improved quality across our product ranges. You won’t be expected to solve everything alone, but you will be expected to own problems until they are understood and resolved. Developing a script, improving observability, building an internal tool, writing an automated test or using an AI agent to investigate something is not “someone else's job”. If there’s a better way to solve the problem, we expect you to go and make it. Responsibilities Customer problems You’ll become one of the team who understands our product most deeply because you’ll see it through the eyes of the people actually using it. You will: Be a technical point of contact when customers encounter product issues. Investigate problems across our hardware, embedded software, connectivity, cloud platform and web application. Reproduce failures rather than simply recording symptoms. Collect and analyse logs, telemetry and other diagnostic information. Communicate clearly with customers while issues are being investigated. Distinguish isolated incidents from systemic product problems. Identify…