Production Support Engineer, Genio
£35-43k
+ Share Options Scheme
Learning tools boosting knowledge, skills and confidence
Open for applications
Learning tools boosting knowledge, skills and confidence
101-200 employees
Open for applications
£35-43k
+ Share Options Scheme
101-200 employees
Company mission
To unlock better learning for everyone.
Role
Who you are
- We think that this could be a great stepping stone for someone who wants a future role in software engineering
- Strong technical troubleshooting skills
- Experience with observability tools such as Kibana, Sentry, and Grafana
- Scripting and programming skills (Python, Shell, PHP, Go, etc.) for automation and tooling improvements
- Familiarity with Agile tools such as JIRA
- Experience with frontend languages such as Typescript
- Experience of CI/CD pipelines and deployments
- Knowledge of best practices in observability
- A collaborative approach, with experience working across multiple teams
- Strong communication skills, with "passionate views, loosely held", articulate ideas clearly but remain open to other perspectives
- Willingness to learn, develop new skills, and adopt a flexible, team-oriented mindset
- Not every one of the above is essential, but hopefully it gives an idea of what we find useful day to day
What the job involves
- As a Production Support Engineer, you will play a vital role in bridging the gap between customer support teams and engineering
- You will assist in resolving support requests and issues efficiently and proactively
- Your responsibilities will include investigating and triaging incoming support requests, as well as conducting proactive log analysis
- You will also examine patterns within the Genio monitoring stack and collaborate with squads to recommend improvements or proactively implement bug fixes
- As a Production Support Engineer, you’ll sit within the Engineering function and work closely with engineers focused on production support and system reliability
- You’ll collaborate day-to-day with Colin, a Senior Engineer who leads much of our production support work
- You’ll also partner closely with our Customer Support team led by David with Emma and Monika, acting as a technical bridge between users and Engineering
- Together, you’ll ensure issues are understood quickly, resolved effectively, and fed back into engineering improvements
- You’ll be managed by one of the Engineering Line Managers; Natasha (owns a dog called Bailey), Bruce (makes the most of our remote policy, a man with a large vocabulary), Charlene (owner of sausage dog Spud), or Mark (Nomad policy champion, Genio Pride organiser) who are either Engineering Managers, Software Engineers or Platform Engineers themselves
- Heading up the line managers is Mala, Head of Engineering
- Review, triage, and reproduce escalated user issues
- Resolve low-risk or straightforward issues
- Collaborate with the Customer Support team (first-line support) and other stakeholders across the business
- Proactively identify recurring user issues and contribute to root cause analysis
- Investigate and resolve logging errors
- Maintain and author knowledge base articles and troubleshooting documentation
- Build and maintain dashboards and alerting frameworks
Application process
- We’ll review your application and provide a response from Monday 5th January 2026
- Even if it’s not the news you’d hoped for, we appreciate it’s good to know either way
- Ahead of your interviews you will receive a confirmation email outlining who you’ll be meeting and when, anything you’ll need to prepare in advance and any resources we think you might find helpful
- If we invite you to meet with us for interview, here’s an overview of what the process will look like:
- Screening interview with someone in our Recruitment team (30 minutes)
- Technical test via Github; you will have 1 week to complete the test when it suits you best. The test isn’t timed
- Pairing exercise (1 hour 15 minutes) with two of our Engineers
- Final stage interview which includes a 1 hour culture and values interview, plus a 30 minute interview around your CV and experience. This will be with our Head of Engineering and other members of the team
Our take
With education changing fast, Genio supports learning in the face of time pressures and other challenges, making studying easier and more effective. And it's trusted by hundreds of schools worldwide to boost not just grades but also motivation and confidence.
Genio understands that today's students come from all walks of life, so it has created tools that break down barriers and make learning easier. Their flagship app, Genio Notes, helps students capture and organise their notes with smart AI features, while Genio Present boosts confidence by giving students a safe space to practice presentations. With millions of learners, its tools are making a real difference.
Formerly Glean, Genio rebranded to reflect its growing focus on all types of learning, especially those that don't fit the traditional student mould. With research-driven innovation, a growing suite of AI-enhanced tools, and a deep understanding of what helps learning thrive, Genio is ready to lead the next wave of education technology.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Aug 2020
$0.3m
GRANT
Jan 2020
$0.5m
GRANT
Total funding: $0.8m
Company benefits
- 33 days annual leave (inclusive of bank holidays)
- 3 gifted days off at Christmas
- Generous individual learning and training allowance
- Truly flexible hours to suit when you work best
- Full home working set up and beautiful collaborative office space
- Nomad working policy with family travel insurance
- Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)
- Health cash plan (from glasses to massages)
- 6% employer pension contribution
Company HQ
Leeds Dock, Leeds, UK
Leadership
Dave Tucker
(Founder & CEO)Previously co-founded Sonocent.
Salary benchmarks
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