Support Automation Engineer (Full Stack Developer)

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Support Automation Engineer (Full Stack Developer)

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Join to apply for the Support Automation Engineer (Full Stack Developer) role at Judge.me

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Judge.me

Judge.me

Role: Support Automation Engineer (Full Stack Developer)

Location: Shoreditch (Hybrid - Tue & Thu Office Days)

Salary Bracket: £60-90k dependent upon the value the successful candidate brings!

Our Mission: Fixing Trust in Commerce

For a decade, we've been on a mission to close the Trust Gap—commerce's most expensive problem. In a world where distance and digital interfaces separate buyers and sellers, we're building the definitive trust infrastructure that enables global trade to flourish.

We recognise that trust is not binary but a spectrum, and our work continually expands the boundaries of commerce itself. Each improvement we make enables transactions that previously wouldn't have happened, revealing new frontiers where trust can be further enhanced.

Our Impact Today

We've grown from an idea into the dominant force for trust in e-commerce:

• Shopify's #1 Review Solution: We've earned over 44k five-star reviews from merchants who rely on us daily
• Global Scale: More than 500k shops across 140+ countries use our platform
• Massive Reach: We process over 70 million orders monthly, generating 2 million+ verified buyer reviews
• Organic Growth: We've achieved 40% year-over-year growth purely through word of mouth—no paid marketing or sales teams needed
  
  

• You'll join at a critical transformation moment working at the intersection of customer support and engineering. This presents a unique opportunity to develop innovative solutions that directly impact both customer experience and operational efficiency.
• Every technical improvement you implement will contribute to our app store reviews - our lifeblood for growth. Your work will directly influence our position as the #1 app in the Shopify ecosystem.
• You'll be at the forefront of AI implementation in customer support, pushing boundaries and exploring new possibilities with emerging technologies. You'll create systems that enable us to do more with less - leveraging your technical expertise to build solutions that scale without proportional resource increases.
  
  

• Design and implement technical integrations between Intercom and internal systems
• Build custom solutions that enhance support efficiency and effectiveness
• Develop tools and automations that streamline support workflows
• Create scalable, maintainable code that supports our growing customer base
• Implement robust logging and monitoring to ensure system reliability
• Own and improve our internal web based admin tool
  
  

• Optimise Intercom's Fin AI implementation to achieve 60-65% resolution rate
• Identify opportunities for automation across the support journey
• Research and implement emerging technologies that enhance customer experience
  
  

• Work closely with the Head of Customer Support to align technical solutions with strategic goals
• Collaborate with the wider engineering team to ensure integrations follow best practices
• Partner with Product teams to incorporate customer support data into product development
• Provide technical guidance to support team members for troubleshooting complex issues
• Create documentation that bridges technical complexity for non-technical team members
  
  

• Build data pipelines that extract meaningful insights from support interactions
• Develop dashboards and reporting tools that measure support effectiveness
• Implement A/B testing frameworks for support automation initiatives
• Use data to identify patterns and opportunities for proactive support
• Create predictive models that anticipate customer needs and potential issues
  
  

• Technical Efficiency Gains: Quantifiable time savings from automations and integrations
• System Reliability: 99.9% uptime for all support automation systems and integrations
• Time-to-Resolution: Technical contribution to reducing average resolution time through automation
  
  

• 3+ years of full-stack development experience
• Strong API development and integration expertise, including REST and GraphQL
• Experience with JavaScript, HTML, and CSS
• Familiarity with database design and implementation
• Experience building and deploying scalable web applications
• Understanding of RESTful API design principles
• Strong problem-solving abilities and analytical thinking
• Excellent communication skills with both technical and non-technical stakeholders
  
  

• Proficiency in Ruby on Rails
• Experience with Intercom platform and API
• Knowledge of AI/ML technologies and implementations
• Familiarity with Jira and other support/workflow tools
• Understanding of the Shopify ecosystem and APIs
• Background in e-commerce or SaaS environments
• Knowledge of data visualization techniques and tools
• Experience with distributed systems
  
  

• £60-90k DOE + Monthly Performance Bonus
• 30 days holiday + bank holidays
• Private health insurance (Vitality)
• Brand new Macbook, access to equipment as required
• Financial Wellbeing + Salary Sacrifice Pension via Mintago
  
  

• Hybrid setup: 2 office days (Tues/Thurs), 3 remote
• Modern Shoreditch office near Old Street
• No overtime culture
• Casual dress code
• Work from Anywhere (4 weeks per year)
  
  

• Weekly team meals
• Quarterly events
• Perks at Work Account
  
  

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  Technology, Information and Internet

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