Customer Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of customer issues from initial understanding and reproduction to resolution or escalation.

• Act as the technical representative of TheyDo for customers located in North America.

• Collaborate closely with QA engineers and developers on reproducing issues, managing escalations, and implementing fixes.

• Address incoming bug reports, gather necessary context, and ensure reliable reproductions.

• Utilize browser developer tools, network traces, logs, and API calls to reproduce issues.

• Create detailed engineering bug reports that include reproduction steps, environment details, impact assessment, and affected customers.

• Manage communication regarding the status of escalated issues until they are resolved.

• Recognize patterns across reports and transform them into actionable product feedback.

• Facilitate SSO/SCIM setup, activate integrations, and provision workspaces.

• Configure integrations with external systems on behalf of customers.

• Develop customer-facing skills, commands, agents, and workflows utilizing existing product features.

• Conduct customer feedback sessions and channel feedback to the product team.

• Train and enhance Fin, the AI support agent.

• Refine help-center content and contribute product feedback.

• Manage Intercom workflows, automations, tagging, ticketing, escalation paths, and transitions with Salesforce and Vitally.

• Monitor and report on first-response SLAs for North America.

• Convert recurring requests into runbooks, automations, and valuable product feedback.

⛳️ Requirements

• Proven experience in a technical customer-facing position within a B2B SaaS environment, such as support engineering, implementation, technical onboarding, or support operations.

• An instinct for automation and a readiness to streamline recurring tasks.

• Proficient in building automations using tools like Intercom, Fin, n8n, Notion Agents, or Slack AI.

• Hands-on knowledge of SSO protocols: SAML, OIDC, and SCIM, or a strong ability to learn them swiftly.

• Excellent technical writing and customer-facing communication skills.

• Ability to prioritize tasks independently and take ownership of responsibilities.

• Experience with Intercom, Linear, or AI support agents is advantageous.

• Familiarity with Salesforce or Vitally is a plus.

• Coding experience, including writing scripts, internal utilities, or integrations using Claude Code, Cursor, or OpenRouter.

• Strong understanding of web fundamentals, including browser developer tools, APIs, authentication flows, and client-server applications.

• Must be able to work in the Eastern Time Zone or currently reside in that zone.

🏝️ Benefits

• Competitive compensation along with pre-IPO equity opportunities.

• Fully remote work environment with flexible working hours.

• Comprehensive health insurance benefits.

• A minimum of 25 days of paid vacation each year (pro rata), in addition to public holidays and three extra days during the annual winter shutdown.

• Budget allocated for Learning and Development.

• Wellbeing budget to support employee health.

• Paid parental leave of 6 months for primary caregivers and 6 weeks for secondary caregivers, fully compensated.

• Paid leave for childcare responsibilities.

• Budget for home office setup or co-working spaces.

• Opportunities for company events and retreats.

• Provision of a MacBook Air or Pro.

• Access to tools like Gather, Slack, Notion, Loom, G:Suite, and TheyDo.

• Ongoing enhancement of the benefits package.