{"id":1775225,"url":"https://alion.io/job/antare-product-quality-support-engineer","title":"Product Quality & Support Engineer","company":{"id":721024,"name":"Antare","domain":"antare.ai","url":"https://alion.io/company/antare-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":76000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"Bash","optional":false},{"name":"Claude","optional":false},{"name":"Cursor","optional":false},{"name":"Machine Learning","optional":false},{"name":"Python","optional":false},{"name":"Agentic Workflows","optional":true},{"name":"Linux","optional":true},{"name":"Wi-Fi","optional":true}],"status":"live","first_seen_at":"2026-10-01T14:47:17Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-11-04T11:01:09Z","board_verified":true,"closed_at":null,"days_open":33,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":33},"description":"Product Quality & Support Engineer\nLondon\nAbout Antare\nJoin Antare as we go to market. We’ve been busy building the physical security intelligence platform of the future.\nOur 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.\nThe 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.\nToday, we’re a growing, hands-on team spanning product, design, finance, marketing, sales, hardware and software engineering.\nWhy this role exists\nOur 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.\nThis 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.\nThis 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.\nYou won’t be expected to solve everything alone, but you will be expected to own problems until they are understood and resolved.\nDeveloping 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.\nResponsibilities\nCustomer problems\nYou’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.\nYou will:\nBe a technical point of contact when customers encounter product issues.\n\nInvestigate problems across our hardware, embedded software, connectivity, cloud platform and web application.\n\nReproduce failures rather than simply recording symptoms.\n\nCollect and analyse logs, telemetry and other diagnostic information.\n\nCommunicate clearly with customers while issues are being investigated.\n\nDistinguish isolated incidents from systemic product problems.\n\nIdentify recurring issues and make sure they feed back into engineering and product decisions.\n\nFollow problems through to resolution rather than treating escalation as the end of your involvement.\n\nProduct quality\nYou'll also be responsible for actively trying to break what we're building before customers do.\nYou will:\nTest new features and releases end-to-end across devices, connectivity, cloud services and the user interface.\n\nDesign and maintain regression coverage for important customer workflows.\n\nSimulate real-world operating conditions including poor connectivity, power loss, interrupted uploads, long-running usage and unusual state transitions.\n\nExplore edge cases that aren't covered by happy-path test plans.\n\nReproduce bugs and give engineers precise, useful information about how they occur.\n\nVerify fixes and turn customer-reported failures into regression tests.\n\nHelp us understand the real quality and reliability of each release.\n\nWork with engineers early in development to make features easier to test, diagnose and support.\n\n 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.\n Continual improvement\nYou should constantly be looking for ways to make yourself, the team and the product more effective.\nThat might mean:\nBuilding scripts to gather diagnostics automatically.\n\nCreating tools that reproduce difficult device states.\n\nImproving dashboards and observability.\n\nBuilding internal support tools.\n\nUsing AI agents to investigate logs, correlate telemetry or triage support cases.\n\nGenerating targeted test cases from code changes or bug reports.\n\nSome 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.\nWhat the first 90 days look like\nDays 1-30 - Learn it and break it\nUse 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.\nBy 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.\nDays 30-60 - Own the loop\nBe integrated as a primary member of our technical support process and end-to-end product testing.\nImprove our processes for reproducing, triaging and following issues through to resolution. Help identify repetitive work and eliminating it using automation and AI.\nDays 60-90 - Make it scale\nExpand our systems and processes to ensure that support and QA don’t become increasingly manual as we grow.\nEstablish useful regression coverage, support tooling, diagnostic workflows and automation.\nAnd when something new breaks, we should learn from it once.\nHow we work\nAI-first, not AI-curious\nAI is part of how Antare operates.\nWe use tools such as Claude, Cursor and agentic development environments every day to write software, investigate problems, analyse data and move faster.\nYou definitely don't need to be a Machine Learning expert, but you should be constantly asking how modern tools can make you more effective.\nIf an AI agent can analyse 20,000 log lines faster than you can, use it.\nIf you can prototype a diagnostic tool yourself with AI-assisted coding rather than waiting two weeks for engineering capacity, build it.\nIf an agent can turn a bug report and recent code changes into a targeted test plan, try it.\nThe 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.\nBe an owner\nIf a customer has a problem, your responsibility doesn't end when you've created a ticket.\nIf 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.\nGet to the root cause\n“Rebooting fixed it” is useful information, but it isn't an explanation.\nWe care about understanding why systems behave the way they do.\nCustomer first, always\nStart with the reality of the people using our products.\nUnderstand their environment, the pressures they're under and what actually happened.\nBeing customer-first doesn't mean saying yes to every request. It means understanding the problem deeply enough to solve the right one.\nWhat we're looking for\nWe're more interested in how you think and operate than whether you've previously had exactly this job title.\nYou might come from QA, technical support, systems engineering, solutions engineering, software engineering or something else entirely.\n\n We think you'll probably have:\nStrong technical troubleshooting instincts.\n\nA structured and methodical approach to investigating problems.\n\nA tendency to ask “why?” until you actually understand the failure.\n\nConfidence working directly with customers.\n\nExcellent written communication.\n\nComfort working with logs, APIs and browser development tools.\n\nSome familiarity with networking and connected devices.\n\nThe ability to write lightweight scripts or small tools - Python, Bash, Go or similar.\n\nAn interest in using AI and automation to solve problems rather than simply completing tasks manually.\n\nGood judgement about when to investigate independently and when to pull in another engineer.\n\nAttention to detail without losing sight of the wider system.\n\nThe ability to move between a customer conversation and a deep technical investigation without finding either unusual.\n\nYou don't need to arrive knowing our entire technology stack. We care much more about curiosity, resourcefulness and your ability to learn quickly.\n Nice to haves\nAny of these would be useful, but none are requirements:\nExperience testing hardware, IoT or embedded products.\n\nExperience supporting technical B2B products.\n\nCellular, Wi-Fi or general networking knowledge.\n\nLinux experience.\n\nVideo or audio systems.\n\nAutomated testing.\n\nHardware debugging.\n\nAPIs and cloud infrastructure.\n\nBuilding internal tools.\n\nAI-assisted software development or agentic workflows.\n\nExperience in an early-stage startup.\n\n What we're not looking for\nThis probably isn't the role for you if:\nYou're looking for a traditional customer-service or call-centre support role.\n\nYou think support means forwarding technical problems to engineering.\n\nYour preferred approach to QA is simply following predefined scripts.\n\nYou're uncomfortable investigating logs, devices, APIs or technical systems.\n\nYou need someone else to build every tool or automation you identify.\n\nYou instinctively treat coding, tooling or process improvement as another team's responsibility.\n\nYou want a narrow, predictable remit where problems always fall neatly inside your job description.\n\n 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.\n\nWe 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.\n Why Antare\nJoin Antare in London and contribute to a team that's creating the next generation of innovative physical security products.\nWe offer a competitive salary, equity options and healthcare, along with the opportunity to build a product that makes a real impact.\nWe'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.\nYou'll also spend time close to customers and the environments in which our products are actually used.\n\nOur values\nBe an owner\nOwners take responsibility for outcomes, not just tasks.\nSweat the details. Fix problems when you see them.\nIf something needs doing, do it.\nSay it straight\nBe honest. Be direct. Be transparent.\nSurface problems early. Say what's real, even when it's uncomfortable.\nTrust is built through straight talking.\nCustomer first, always\nStart with the reality of the people using our products.\nUnderstand their environments, the pressures they face and the moments that matter.\nBuild for the real world.\n Decide and adapt\nFocus wins. Form a clear view and move.\nDecide with the information you have. When new evidence appears, update your view and keep moving.\nDon't be afraid to change your mind. Disagree openly, then commit.\n Be bold\nStay curious. Look ahead.\nTry new tools, technologies and ideas - especially the ones that challenge how things have always been done.\nAim higher than feels comfortable. 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