Product Support Engineer

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Take ownership of intricate technical challenges from initial intake to resolution or escalation by investigating APIs, integrations, logs, data, configuration, and workflows.

• Assess whether issues can be addressed through Support or if Engineering's involvement is necessary.

• Maintain a high standard for technical investigations and furnish Engineering with clear, actionable, and thoroughly validated product issues.

• Cultivate strong working relationships with frontline Support, Engineering, Product, Customer Success, and customers.

• Recognize recurring issues and transform them into documentation, enablement, tooling, process enhancements, or product feedback.

• Collaborate with Product and Engineering on ongoing product improvements by analyzing customer trends and validating defects.

• Contribute to AMER coverage, handoff, and operational practices alongside the regional Support Engineering team.

• Relay AMER customer trends to the global Support Engineering team.

• Monitor and enhance resolution speed, escalation quality, frontline self-sufficiency, customer effort, and customer confidence.

• Conduct end-to-end investigations using Plain, GitHub, Datadog, databases, and the codebase.

• Deliver reproduction steps, pertinent evidence, customer impact assessments, and root-cause hypotheses without executing the product fix.

⛳️ Requirements

• Practical experience in a customer-focused technical role independently examining ambiguous issues.

• Background in supporting a B2B SaaS product.

• Comprehensive experience with customer-centric SaaS applications, APIs, logs, and data-driven troubleshooting.

• Comfortable engaging in customer conversations and working with APIs, logs, databases, product behavior, and code-level contexts.

• Capability to differentiate between configuration, data, documentation, or enablement issues and actual product defects.

• Proficiency in crafting precise investigations with clear evidence and actionable insights.

• Ability to communicate effectively with both technical and non-technical audiences across various time zones.

• Experience with open-ended technical investigations and taking ownership rather than following predefined troubleshooting steps.

• Skill in reproducing, investigating, and clarifying complex issues.

• Willingness to participate in regional operational ownership and broader Support team enhancement projects.

🏝️ Benefits

• A 10-year exercise window for stock options.

• Unlimited PTO with a recommendation of four weeks per year.

• Twelve weeks of fully paid family leave in the US.

• An annual budget of $1,200 for learning and professional development.

• A one-time budget of $2,000 for home-office setup including furniture, monitors, peripherals, and ergonomic equipment.

• A company-provided laptop.

• Extended health benefits for you and your dependents, subject to availability with our Employer of Record.

• Statutory benefits for international employees.

• Employer-paid supplemental health coverage where available.

• Annual company offsite, team offsites, local meetups, and virtual events.