Product Quality & Support Engineer

Job description

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 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. Product quality You'll also be responsible for actively trying to break what we're building before customers do. You will: 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 customer-reported failures into regression tests. Help us understand the real quality and reliability of each release. Work with engineers early in development to make features easier to test, diagnose and support. Quality is not something you own instead of engineering - engineers remain responsible for the quality of what they build. Your job is to provide an independent, end-to-end view of whether the product actually works in the real world. Continual improvement You should constantly be looking for ways to make yourself, the team and the product more effective. That might mean: Building scripts to gather diagnostics automatically. Creating tools that reproduce difficult device states. Improving dashboards and observability. Building internal support tools. Using AI agents to investigate logs, correlate telemetry or triage support cases. Generating targeted test cases from code changes or bug reports. Some of these solutions might be a Python script written in twenty minutes, some might be an AI agent, and some might require working with product and engineering for a more fundamental process change. What the first 90 days look like Days 1–30 — Learn it and break it Use the product constantly, set up our devices, wear them. Disconnect them from networks, run batteries flat, interrupt uploads. Generate events, explore the Console, look through logs, work through previous bugs and customer issues. By the end of the first month, you should understand the system well enough to independently investigate most customer problems and have strong opinions about where our biggest quality and diagnostic gaps are. Days 30–60 — Own the loop Be integrated as a primary member of our technical support process and end-to-end product testing. Improve our processes for reproducing, triaging and following issues through to resolution. Help identify repetitive work and eliminating it using automation and AI. Days 60–90 — Make it scale Expand our systems and processes to ensure that support and QA don’t become increasingly manual as we grow. Establish useful regression coverage, support tooling, diagnostic workflows and automation. And when something new breaks, we should learn from it once. How we work AI-first, not AI-curious AI is part of how Antare operates. We use tools such as Claude, Cursor and agentic development environments every day to write software, investigate problems, analyse data and move faster. You definitely don't need to be a Machine Learning expert, but you should be constantly asking how modern tools can make you more effective. If an AI agent can analyse 20,000 log lines faster than you can, use it. If you can prototype a diagnostic tool yourself with AI-assisted coding rather than waiting two weeks for engineering capacity, build it. If an agent can turn a bug report and recent code changes into a targeted test plan, try it. The expectation isn't that every AI experiment works. The expectation is that you're willing to explore the frontier rather than falling back automatically to manual processes. Be an owner If a customer has a problem, your responsibility doesn't end when you've created a ticket. If diagnostics are bad, help improve them. If the same issue keeps appearing, find out why. If a tool would make the job easier, build it. Get to the root cause “Rebooting fixed it” is useful information, but it isn't an explanation. We care about understanding why systems behave the way they do. Customer first, always Start with the reality of the people using our products. Understand their environment, the pressures they're under and what actually happened. Being customer-first doesn't mean saying yes to every request. It means understanding the problem deeply enough to solve the right one. What we're looking for We're more interested in how you think and operate than whether you've previously had exactly this job title. You might come from QA, technical support, systems engineering, solutions engineering, software engineering or something else entirely. We think you'll probably have: Strong technical troubleshooting instincts. A structured and methodical approach to investigating problems. A tendency to ask “why?” until you actually understand the failure. Confidence working directly with customers. Excellent written communication. Comfort working with logs, APIs and browser development tools. Some familiarity with networking and connected devices. The ability to write lightweight scripts or small tools — Python, Bash, Go or similar. An interest in using AI and automation to solve problems rather than simply completing tasks manually. Good judgement about when to investigate independently and when to pull in another engineer. Attention to detail without losing sight of the wider system. The ability to move between a customer conversation and a deep technical investigation without finding either unusual. You don't need to arrive knowing our entire technology stack. We care much more about curiosity, resourcefulness and your ability to learn quickly. Nice to haves Any of these would be useful, but none are requirements: Experience testing hardware, IoT or embedded products. Experience supporting technical B2B products. Cellular, Wi-Fi or general networking knowledge. Linux experience. Video or audio systems. Automated testing. Hardware debugging. APIs and cloud infrastructure. Building internal tools. AI-assisted software development or agentic workflows. Experience in an early-stage startup. What we're not looking for This probably isn't the role for you if: You're looking for a traditional customer-service or call-centre support role. You think support means forwarding technical problems to engineering. Your preferred approach to QA is simply following predefined scripts. You're uncomfortable investigating logs, devices, APIs or technical systems. You need someone else to build every tool or automation you identify. You instinctively treat coding, tooling or process improvement as another team's responsibility. You want a narrow, predictable remit where problems always fall neatly inside your job description. There will be days when you're reproducing a subtle device failure, talking to a customer, reviewing a release candidate and building a small internal tool within the space of a few hours. We believe diverse perspectives make better products, and we strongly encourage people from underrepresented backgrounds in tech to apply. If you're unsure whether you meet every requirement, please still reach out — we'd love to hear from you. Why Antare Join Antare in London and contribute to a team that's creating the next generation of innovative physical security products. We offer a competitive salary, equity options and healthcare, along with the opportunity to build a product that makes a real impact. We're primarily an in-person team, typically 4–5 days per week. At this stage of the company, we've found that collaboration, problem solving and ideation happen faster and more naturally when we're in the same room. You'll also spend time close to customers and the environments in which our products are actually used. Our values Be an owner Owners take responsibility for outcomes, not just tasks. Sweat the details. Fix problems when you see them. If something needs doing, do it. Say it straight Be honest. Be direct. Be transparent. Surface problems early. Say what's real, even when it's uncomfortable. Trust is built through straight talking. Customer first, always Start with the reality of the people using our products. Understand their environments, the pressures they face and the moments that matter. Build for the real world. Decide and adapt Focus wins. Form a clear view and move. Decide with the information you have. When new evidence appears, update your view and keep moving. Don't be afraid to change your mind. Disagree openly, then commit. Be bold Stay curious. Look ahead. Try new tools, technologies and ideas — especially the ones that challenge how things have always been done. Aim higher than feels comfortable. Small ambitions produce small outcomes.