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About the Role

This role sits at the intersection of Product and Engineering, helping us understand, investigate and resolve issues with the Forest app and wider product. You’ll be the first point of investigation for bugs, reproducing problems, digging into what’s happening, and making sure Engineering has the information they need to take action. It’s a great role for someone early in their career who’s naturally curious, technically minded and gets satisfaction from figuring out why something isn’t working.

Responsibilities

Triage incoming bug reports: reproduce, check severity, spot duplicates
Write clear tickets: steps to reproduce, expected vs actual behaviour, environment details, screenshots or logs where relevant
Assist with the beta group (Forest Explorers): onboarding, communication, chasing feedback, flagging when engagement drops, triaging issues
Communicate with the Customer Support team when users need escalation
Provide first-line technical support to riders and internal teams when issues come in, escalating to the QA Lead when needed
Spot patterns across reports that might point to a bigger underlying problem
Keep documentation and known-issue lists up to date
Assist in monitoring app metrics in Production

Requirements

Sharp attention to detail. You notice the thing everyone else scrolled past
Honest. If something's broken, half-checked, or you're not sure, you say so
Hard-working and reliable.
Comfortable with technical concepts. You don't need to code, but you should be able to read logs, understand API responses, and talk to engineers without translation
Clear written communication.
Good communication skills. You'll need to interact with non-technical stakeholders and explain to them the status of different bug reports.
Genuine problem-solving instinct. You want to know why something broke, not just that it did
You'll need to hold several threads at once and know when something's urgent versus when it can wait. We'd rather you push back and ask a hard question than quietly guess.

Skills

Debugging APIs and Webhooks (JSON,YAML)
Data Analysis
Using AI on a user level
Writing clear tickets with Linear or a similar issue tracker
Customer or technical support

Location

London

Work Type

Hybrid (4 days in office, 1 day remote)
Flexible working arrangements considered

Experience Level

Early career

Benefits

Free Forest bike rides for you and a +1
25 days holiday pro rata + bank holidays
Private Medical Insurance & Cashplan
Therapy and career coaching sessions through MYNDUP
Annual personal development budget
Free lunch on Wednesdays
Enhanced Parental Leave
Regular Socials
Birthday off
Childcare salary sacrifice

About the Company

Forest is London’s most sustainable shared ebike operator.
We bridge the gap between affordability and sustainability, using advertising revenue to offer our users up to 30 free minutes per ride.
Our mission is to help cities move greener, and we’re growing fast.

Equal Opportunity

Forest is proud to be an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We do not tolerate any form of discrimination, bias, or harassment.
If you'd like to share your pronouns, please let us know.
If there's any reasonable adjustments we can include to make our application process easier for you (due to disability, neurodiversity or anything else) please let us know so we can support you.