For our client, we are seeking a Support Engineer to join the team of a leader in the Technical Services space.
This role will serve as a key technical partner for internal teams and customers, resolving complex escalations while improving the support experience at scale. You will work closely with Support, Success, Onboarding, and Engineering to strengthen product reliability, identify issues earlier in the development cycle, and turn recurring problems into durable process and tooling improvements. The position also calls for a hands-on builder who can create automations, scripts, and internal tools that make the support organization more efficient and effective.
Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $113,000 – $153,000 annually
Responsibilities
Resolve top-tier technical escalations and ensure thorough follow-through
Assist developers with API and developer environment support requests
Collaborate with Support, Success, Onboarding, and Engineering teams to enhance customer experiences
Engage in the development cycle to identify supportability issues before feature launches
Become the go-to expert for specific domains within the platform
Dedicate time weekly to build tools, scripts, and automations for the CX team
Create internal tools to scale Product Support without frequent engineering involvement
Qualifications
4+ years in technical support, solutions engineering, or customer-facing engineering at a fast-paced SaaS company
Deep knowledge of SQL, APIs (REST, cURL, Postman), and debugging methods; experience with Python or JavaScript preferred
Proven track record of owning technical areas or systems end to end, including escalations and documentation
Familiarity with sprint planning and engineering rituals, translating supportability concerns into actionable insights
Ability to identify patterns in incidents and drive preventative improvements based on customer impact and business needs
Strong communication skills to simplify complex technical concepts for diverse audiences
Growth mindset with a passion for continuous improvement in a fast-growing environment
Benefits
Competitive base pay and performance bonus eligibility
Equity participation for all full-time employees
Comprehensive medical coverage with significant premium support for employees and dependents
Annual $1,200 HSA employer contribution for eligible plans
100% coverage for dental, vision, life, and disability insurance
12 weeks of fully paid U.S. parental leave for all new parents
Flexible paid time off and 10 U.S. company holidays
Fully remote work with home office setup allowance and monthly reimbursement
Quarterly $200 well-being and industry connection stipend
Additional perks like One Medical membership and Employee Assistance Program
Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.