Senior Support Engineer

This is a fully remote position, open to applicants in California, +7 more states.

📋 Description

• Deliver technical assistance to users through tickets, chat, and community forums.

• Diagnose and resolve issues pertaining to n8n workflows, integrations, and performance.

• Investigate and replicate intricate technical problems within the n8n ecosystem.

• Work collaboratively with Engineering and Product teams to escalate, triage, and address product-related issues.

• Develop and update documentation, FAQs, and knowledge base articles.

• Recognize recurring issues and suggest enhancements to product reliability and user experience.

• Engage with the community by answering inquiries and sharing best practices.

• Record troubleshooting processes and create internal playbooks.

• Assist in enhancing support tools and improving resolution efficiency.

⛳️ Requirements

• Excellent troubleshooting and problem-solving abilities.

• Experience in debugging APIs, integrations, webhooks, and authentication flows.

• Strong understanding of networking principles (DNS, HTTP/HTTPS, TCP/IP).

• Proficiency in JavaScript, Node.js, or comparable technologies.

• Familiarity with Docker or containerized environments.

• Exceptional written and verbal communication skills.

• A genuine passion for assisting users and enhancing product usability.

• Minimum of 5 years in technical support, customer-facing engineering, or similar roles (for IC3).

• Extensive experience troubleshooting complex production environments.

• Comprehensive understanding of workflow automation, APIs, and integrations.

• In-depth knowledge of Node.js environments and containerized deployments.

• Experience collaborating closely with engineering on intricate technical challenges.

• Ability to identify systemic issues and drive enhancements in product reliability and support processes.

• Minimum of 3 years in technical support, solutions engineering, or related roles (for IC2).

• Experience debugging workflow automation systems and integrations.

• Familiarity with cloud platforms (AWS, GCP, Azure) and Linux fundamentals.

• Capacity to investigate complex issues and work with engineering for resolution.

• Experience documenting troubleshooting steps and enhancing support knowledge bases.

• Experience with workflow automation tools (Zapier, Make, Airflow) is a plus.

• Knowledge of observability tools such as Grafana, Datadog, or Prometheus is a plus.

• Familiarity with authentication protocols (OAuth2, OIDC, SAML, JWT) is a plus.

🏝️ Benefits

• Competitive compensation 💸 – We offer fair and attractive pay.

• Ownership 💪 – Our core value is to “empower others,” and we mean it—you’ll receive equity in n8n.

• Work/life balance 🏖️ – We work hard but ensure you have time to recharge:

• Europe: 30 days of vacation, plus public holidays wherever you are.

• US: 20 vacation days, 8 sick days, plus public holidays wherever you are.

• Health & wellness 🩺 –

• Europe: We provide benefits according to local country norms.

• US: Multiple low-premium, low-deductible medical plans with coverage for individuals and families—plus a no-cost premium HDHP option with a pre-seeded HSA—along with dental and vision coverage.

• Future planning 💰 –

• Europe: We provide pension contributions according to local country norms.

• US: 401(k) retirement plan with a 4% employer match.

• Financial security 🛡️ –

• Europe: We provide benefits according to local country norms.

• US: Company-paid short-term and long-term disability insurance, plus life insurance to support you and your loved ones.

• Career growth 📈 – We hire rising stars who grow with us! You’ll receive €1K (or equivalent) per year to spend on courses, books, events, or coaching to enhance your skills.

• A passionate team 🤩 – We love our product, and we demonstrate this through regular hackathons where we see who can create the coolest project with it!

• Remote-first 🌏 – Our team operates remotely across Europe, with regular off-site gatherings for team bonding. Some positions, such as sales in the US, are hybrid—please refer to the job description.

• Giving back 🤝 – We're strong advocates of open source, and you'll receive $100 per month to support projects you care about.

• AI enablement 🤖 – We believe in working smarter—everyone gets an unlimited AI budget to explore and utilize the best tools to enhance productivity and creativity.

• Transparency 🙏 – We ensure everyone knows what others are working on and how the company is performing—the whole picture.

• An ambitious but kind culture 😍 – People enjoy working here—our eNPS for 2024 is 94!