Product Support Engineer

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

📋 Description

• Diagnose, replicate, and resolve intricate product and workflow challenges escalated through chat, email, and community forums.

• Write code, submit pull requests (PRs), and implement direct modifications to the codebase to address customer issues, enhance error handling, and mitigate recurring challenges in collaboration with the Engineering team.

• Create and develop lightweight scripts, internal dashboards, and automation tools to streamline Customer Success operations and empower the team for scalability.

• Convert ambiguous customer feedback into detailed, actionable engineering tickets, complete with clear reproduction steps, logs, and technical context.

• Act as a considerate partner during critical, high-severity production incidents, working together with DevOps and Core Engineering on communications, monitoring, debugging, and evaluating customer impact.

⛳️ Requirements

• 3–5+ years of experience in Product Support Engineering, Technical Support, Solutions Engineering, or a highly technical, customer-facing software role.

• Strong coding capabilities in at least one modern programming language—preferably JavaScript/TypeScript or Python.

• Extensive experience troubleshooting web applications, authentication processes (SAML/OIDC), networking protocols, and cloud-based software architectures.

• Proficiency in utilizing browser developer tools, server logs (e.g., Datadog, LogRocket), SQL, and other monitoring tools to identify root causes.

• Familiarity with contemporary support and engineering ecosystems (e.g., Intercom, Linear, GitHub).

• Outstanding written communication skills.

🏝️ Benefits

• 100% employer-sponsored medical care for employees, with 25% coverage for dependents.

• Dental, Vision, and Mental Health Care.

• Equity opportunities.

• Flexible Paid Time Off (PTO).

• 401(k) plan with payroll matching.

• Generous annual Learning & Development budget.

• Paid parental leave.

• One-time home office setup for all remote employees.

• Weekly catered lunches at Headquarters.

• Monthly stipend for fitness or gym memberships.