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.

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.

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.

• 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 recurring issues and make sure they feed back into engineering and product decisions.
• Follow problems through to resolution rather than treating escalation as the end of your involvement.

You’ll also be responsible for actively trying to break what we’re building before customers do.

• Test new features and releases end-to-end across devices, connectivity, cloud services and the user interface.
• Design and maintain regression coverage for important customer workflows.
• Simulate real-world operating conditions including poor connectivity, power loss, interrupted uploads, long-running usage and unusual state transitions.
• Explore edge cases that aren't covered by happy-path test plans.
• Reproduce bugs and give engineers precise, useful information about how they occur.
• Verify fixes and turn…