Production Support Engineer

Hi 👋 we’re Genio. We create beautifully simple learning tools that boost knowledge, skills, and confidence.

• We’re a SaaS scale up and one of the fastest growing tech companies in the North. 
• There’s 100+ of us around the UK with our HQ in Leeds. 
• Our software is award-winning and used by 100,000s of students at over 800 universities & colleges worldwide. 
• We’re growing so we can achieve our mission to support 1 million students to become better learners by 2030. 

🚀 About the role

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.

We think that this could be a great stepping stone for someone who wants a future role in software engineering.

👥 Meet the team: 

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.  If you want to know more about joining Genio, you can hear from Mala here.

💪 What you’ll be doing: 

• 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.

💡 About you: 

• 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.

💰Salary and benefits:

£35,000- £43,000 dependent upon experience 

🏖️ 33 days annual leave (Inclusive of bank holidays)

🎄 3 gifted days off at Christmas

💰 EMI Share Options Scheme

🎓 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 

🚗 Free Leeds City Centre office parking

🌴 Nomad working policy with family travel insurance 

🍼 Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)

🤝 2 volunteering days per year

🤍 Health cash plan (from glasses to massages) 

💸 6% employer pension contribution

Location: 

We have a beautiful office space in Leeds and we love it when we get together to collaborate in person. We typically operate a hybrid way of working, however some of our roles support remote working within the UK, if you live more than 50 miles from the office. 

We will discuss ways of working with you at interview however if you have any questions before you apply please reach out to recruitment@genio.co 

💡 What to expect next: 

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: 

1. Screening interview with someone in our Recruitment team (30 minutes). 
2. Technical test via Github; you will have 1 week to complete the test when it suits you best. The test isn’t timed. 
3. Pairing exercise (1 hour 15 minutes) with two of our Engineers.
4. 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.

👀 Interested in learning more about a career at Genio? 

Here are a few further resources:

About Genio

Working at Genio Blog

The Genio Study Tools

💌 Not quite the right role for you however you’d love to be a part of Genio’s journey? 

Let’s connect! Reach out to recruitment@genio.co and we’ll add you to our network, to keep you updated with any future opportunities we think you might be interested in.

🤝 Our Commitment to Equality

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, trade union membership, and caring responsibilities.

📄 Applicant Privacy Notice 

We think it’s important that you understand how we use and handle your personal information, so here’s a link to our privacy notice. By submitting your application, you’re confirming that you’ve read and understood this notice.