Technical Support Engineer
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Requirements
• None of these are required, but background in any of the following areas would be a bonus: • Background in a B2B SaaS setting • Highly self-motivated and autonomous, capable of managing priorities and driving customer outcomes while working independently for most of the day. • Familiarity with ticketing tools such as Shortcut or JIRA for case management and escalations. • Comfort with basic SQL queries, API debugging, or data integration concepts. • Knowledge of auth standards and protocols such as OAuth, SAML, and SSO. • Hands-on experience with AI-enabled support tools and automation. • Experience with session replay or log analysis for debugging customer scenarios. • Degree in a relevant field, for example Information Systems, Information Technology, Business, Accounting, Engineering, Communications, Technical Writing, or a related area.
Responsibilities
• Take end-to-end ownership of customer support cases, prioritizing effectively and delivering clear, actionable solutions over email and via screen shares. • Investigate error messages and unexpected behavior, identifying root causes and sharing precise technical fixes that unblock customers. • Perform configuration and environment tuning to align customer setups with platform best practices and client requirements. • Build expertise in your SME domains, steadily deepening knowledge of advanced product capabilities. • Employ technical utilities such as session replay, log review, browser developer tools, and API clients like Postman for deep-dive troubleshooting. • Partner with Product and Support to create and maintain Knowledge Base content that benefits customers and supports AI enablement. • Monitor and contribute to internal Slack threads, assisting cross-functional teams on complex issues and sharing insights from your SME areas. • If you’re excited about the mission and have strong adjacent experience, we’d still love to hear from you, even if you don’t meet 100% of the criteria above.
Benefits
• Competitive compensation packages with meaningful ownership • Wellness benefits, including a bundle of free therapy sessions • Technology & Work from Home reimbursement • Flexible work schedules