nPlan • London, United Kingdom

Support Engineer

Employment type:  Full time

Fully-remote

Core hours 11–3

Dog friendly

Job Description

We are looking for a Support Engineer to join our growing team in London.


At nPlan we are using pioneering machine learning to help major construction projects run on time and on budget. A crucial part of that is being able to deliver deep insights for very large construction schedules. As our new Support Engineer, you’ll be working closely with our customer success team and engineering teams to help solve some of the most challenging problems facing the construction industry.

You’ll be joining a world class team, backed by top investors from the US and UK including GV (formerly known as Google Ventures). Our disruptive product is award winning and highlighted by Forbes as 1 of 15 Machine Learning companies to watch

nPlan are growing fast, making now an exciting and unique time to join our team!

What you’ll be doing:

  • Take responsibility for smooth resolution of support issues, working directly with Software, ML, and other engineers.
  • Define and promote best support practices, directing other engineers’ involvement in the support process.
  • Write guides and howtos to empower our users to unblock themselves when faced with issues.
  • Work with the development team to inform the product and engineering priorities based on your frontline knowledge of user needs.
  • Create tools to automate and optimise the support process.
  • Lead by example, tackling support requests (& pairing with other engineers) to help users succeed in using our product to reduce risk on their projects.

You should have:

  • Professional communication standards, with very high quality written and spoken English.
  • Strong technical debugging, investigation, and troubleshooting skills.
  • Knowledge of Python, Javascript, or a range of other languages.
  • Previous experience providing technical support for SaaS or other software products.
  • (bonus) Familiarity with cloud-native platforms, tools, and practices.

The typical nPlanauts are:

  • Generally curious about the world.
  • Serious, without taking themselves too seriously.
  • Able to define their own work independently.
  • Proactive about improving the world around them.
  • Open-minded about new technical ideas.
  • Willing to change their mind on the basis of the evidence

What working at nPlan will be like:

  • We are still a small team so there is plenty of opportunity for a high degree of ownership over different areas of the product, and you will be directly exposed to all areas of the business.
  • Your voice will always be heard. What you do or say counts, not who you are or where you're from.
  • We have three core values that underlie everything we do: Learn from Everything, Be Radically Truthful, and Aim High, Run Fast. These enable us to create a collaborative, inclusive environment where we can move effectively and efficiently to implement the best solutions.
  • We are a cross-disciplinary team, and come from all backgrounds and countries. We offer Visa sponsorship and contribute to relocation costs.
  • Fantastic benefits package for Health & Wellbeing, Learning & Development, family leave, weekly team lunches and more.
  • We are committed to addressing the diversity problem in the tech industry, and that starts with making sure we have a diverse team where everyone feels at home and can contribute as an equal.
  • Having time to yourself and a private life is important. We offer a very flexible work environment and a generous holiday policy.

Research shows that if women don't have experience in every requirement listed in a job description, they are less likely to submit an application than men. We care deeply about finding the best candidate for the role. If you don't have experience in all of the listed requirements but you feel like the role resonates with you, and you'd be excited to contribute to our development as a company, we'd love for you to apply!

Company benefits

Open to part-time employees
Enhanced maternity leave – 14 weeks at full pay, remaining 25 weeks at 50% pay (after 12 months employment)
Enhanced paternity leave – 7 weeks at full pay (after 12 months employment)
Adoption leave – 14 weeks at full pay, remaining 25 weeks at 50% pay (after 12 months employment)
Shared parental leave – 50% of your salary for up to 37 weeks (after 12 months employment)
Work from anywhere scheme
Unlimited annual leave
Enhanced sick pay – 4 weeks full pay, then 4 weeks half pay, then 4 weeks at 25% or statutory (whichever is higher), then statutory amount up until the 28th week.
Work from home allowance
Teambuilding days
Teambuilding holidays
Dog friendly office
Compassionate leave
Health insurance – Private Medical Insurance with Vitality
Gym membership
Bank holiday swaps
Pregnancy loss leave – Up to 10 days
Tax-free childcare
Cycle to work scheme
On-site gym
Fully stocked snack cupboard
Life assurance
Life insurance
Share options
L&D budget – Ballpark figure of £1k per person per year
Lunch and learns
Location
96%
Employees are very happy with their working location freedom
Hours
87%
Employees are very happy with the flexibility in the hours they work
Benefits
89%
Employees are very happy with the benefits their company offers
Work-life balance
75%
Employees feel that they can switch off quite easily from work
Role modelling
89%
Employees feel that flexible working is part of the culture
Autonomy
89%
Employees feel they have complete autonomy over getting their work done

Working at nPlan

Company employees

52

Gender diversity (male:female:non-binary)

0:37:63

Office locations

London

Funding levels

18.5 million USD in Series A funding

Hiring Countries

United Kingdom

United States

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024
DeepTech, Data & AI

DeepTech, Data & AI

Industry awards 2023
Most flexible companies

Most flexible companies

Flexa100 2023
AI & VR

AI & VR

Industry awards 2022