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.

• 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.

• 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.

• 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.

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.

• 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

• 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

• 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.