Software Engineer - Support & Stability

orderly • United Kingdom
Remote
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AI Summary

Designing and implementing technical solutions to support and stabilize complex SaaS applications for major restaurant chains and food retailers.

Key Highlights
Troubleshoot and fix technical problems in production systems
Communicate with customers and guide them through fixes
Write SQL queries and scripts to investigate and resolve data issues
Technical Skills Required
SQL APIs Python JavaScript C# Postman
Benefits & Perks
£25,000–£28,000 annual salary
Fully remote work
Clear progression opportunities
Genuine growth opportunities
Nice to Have
Degree in Computer Science, Engineering, or related field
Experience with SaaS applications or cloud platforms
Customer-facing or support experience

Job Description


Love solving puzzles? Want to work where your technical curiosity actually matters?

We're looking for someone early in their tech career who gets a buzz from figuring out why something broke, diving into code to fix it yourself, and actually seeing your solution make a difference. If you've got SQL, API knowledge, and coding skills under your belt (uni, bootcamp, personal projects - we don't mind), and you want to build serious problem-solving chops in a SaaS business, keep reading.

Why This Role is Different

This isn't a helpdesk. You'll be working directly with major restaurant chains and food retailers (think big names, complex operations), investigating real technical problems in production systems and fixing them.

Sometimes that means troubleshooting through the UI, reproducing issues, and guiding customers to a solution. Other times it means diving into logs, writing SQL scripts to fix data problems, or reading through code to understand why something broke. The role flexes between customer-facing investigation and hands-on technical fixes - you need to be comfortable with both.

In your first 6 months, you'll:

  • Handle live customer incidents from initial report to resolution
  • Troubleshoot issues through the application UI and guide customers through fixes
  • Write SQL queries and scripts to investigate and resolve data issues in production
  • Debug using logs, APIs, and monitoring tools to trace problems through the system
  • Read application code to understand root causes and implement fixes where possible
  • Build deep technical expertise that makes you the go-to person for complex issues

What you'll gain: Deep technical knowledge of enterprise SaaS, hands-on experience fixing real production issues, and the kind of problem-solving skills that open doors across tech. Plus, genuine growth opportunities.

About Orderly

We build supply chain technology that helps food businesses reduce waste and manage complex operations. We're a certified B-Corp working with household-name brands across retail and hospitality. We're fully remote and globally distributed. Our tech stack is modern, our problems are genuinely interesting, and we need people who can solve them.

A Week in the Life

Configure solutions for evolving needs - A restaurant chain is rolling out a new promotional pricing model and needs the platform configured to handle it. Data flows into our systems from dozens of sources, and you'll work out how to set up the rules, test edge cases, trace through the data flow to make sure everything calculates correctly, and get them live. Sometimes that's UI configuration, other times you're writing SQL scripts to bulk-update data or reading through code to understand how the pricing engine works.

Adapt to external system changes - A customer's POS system has pushed a software update and now their menu data is coming through in a new format. You'll trace through the integration, work out what changed, adjust our platform's configuration or write a script to update code, test it, and get them back up and running. Data flows in from dozens of sources, and when external systems evolve, you make sure we adapt seamlessly.

Be hands-on with code and data - You'll write SQL daily to investigate issues or patch data problems. You'll read application code to understand why something broke. You'll build scripts to automate repetitive fixes. Some days are more UI troubleshooting, others are deep technical investigation - it varies.

Keep customers in the loop - You'll communicate with frustrated users who need their systems working now. That means explaining what's happening in plain English, setting realistic expectations, and following through until it's resolved. You're their lifeline when things go wrong.

Bridge support and engineering - When you do need to escalate, you'll hand over clear, well-documented findings - not just "it's broken." And when Engineering ships a fix, you'll translate the technical details into customer-friendly updates.

Build knowledge that lasts - You'll document solutions, spot patterns across tickets, create runbooks, and help the team get faster at solving common problems. Your expertise becomes the team's expertise.

Share the on-call - You'll join an out-of-hours support rota as part of a planned rotation (fully shadowed first, with clear escalation). It's shared fairly across the team.

What We Offer

  • £25,000–£28,000 depending on experience
  • Fully remote, globally - Work from anywhere with a reliable internet connection
  • Clear progression - Strong performers move into Senior Support Engineer roles. You'll also work closely with Engineering and Product teams, so internal opportunities open up as you prove yourself.
  • Real autonomy - You'll own problems end-to-end, make technical decisions, and see the direct impact of your work
  • Modern stack and tools - No legacy nightmares or painful processes. You'll work with current technologies and proper tooling
  • Proper onboarding - Structured shadowing, comprehensive runbooks, and mentorship from experienced team members
  • Flexible working - Core collaboration hours when needed, but we trust you to manage your time around solving problems effectively
  • Mission that matters - Our technology genuinely reduces food waste at scale. B-Corp certified because we actually care about making a difference

You Should Apply If:

Must-haves:

  • You can code - Python, JavaScript, C#, or similar. You should be able to read complex code, understand what it's doing, and write scripts or patches confidently (not just "hello world" - we need basic to intermediate capability)
  • SQL is second nature - You can write queries beyond SELECT * and actually use them to investigate data problems (JOINs, subqueries, aggregations)
  • You understand APIs - You've worked with REST APIs, know your way around Postman or similar tools, can read API documentation, and debug integration issues
  • You're a relentless debugger - You don't give up when the first attempt fails. You systematically work through problems, test hypotheses, and get to the root cause
  • You can explain technical complexity clearly - To both engineers and non-technical stakeholders, without being condescending
  • You stay calm under pressure - Customers might be stressed, systems might be down, but you think clearly and work methodically

Great if you have:

  • A degree in Computer Science, Engineering, or related field (or equivalent bootcamp/apprenticeship)
  • Experience with SaaS applications or cloud platforms
  • Any customer-facing or support experience
  • Familiarity with ticketing systems (Jira, Zendesk, Freshdesk)
  • Understanding of CI/CD, version control, or DevOps practices

This role isn't for you if:

  • You prefer purely solo work - collaboration is constant
  • You need complete certainty before acting - we often investigate with incomplete information

The Details

Job Title: Software Engineer - Support & Stability

Location: Remote (Global)

Department: Support Engineering

Reports to: Customer Support Team Lead

Level: Graduate / Early Career / Apprenticeship Graduate

Salary: £25,000–£28,000

Inclusivity statement

At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don't meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective goals.

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