Product Quality & Support Engineer

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