Support Engineer

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

📋 Description

• Address customer support tickets and inquiries via email, Slack, and the support system within the established service level agreement (SLA).

• Take ownership of customer issues from the initial investigation to resolution, ensuring that both customers and internal stakeholders are kept informed.

• Diagnose integration failures, data synchronization issues, configuration queries, and API-related problems.

• Analyze logs, test configurations, and identify root causes to troubleshoot customer issues effectively.

• Work collaboratively with Customer Success Managers to resolve issues at the appropriate level.

• Deliver clear, step-by-step instructions on complex technical issues.

• Forward product bugs and feature requests to the Engineering team, including reproduction steps and relevant customer context.

• Create and maintain a comprehensive knowledge base of frequent issues, solutions, and instructional guides.

• Monitor, document, and evaluate support trends to pinpoint systematic issues or gaps.

• Actively assist customers in avoiding common pitfalls through effective documentation and guidance.

⛳️ Requirements

• 2-3 years of experience in customer support or customer success engineering within a B2B SaaS environment, preferably in technical product support.

• Strong aptitude for troubleshooting and debugging.

• Familiarity with APIs, integrations, data synchronization, and typical integration failure scenarios.

• Experience with no-code/low-code platforms such as Bubble.io or a strong willingness to learn rapidly.

• Exceptional written communication skills in English.

• Capability to work asynchronously and independently while meeting response time SLAs.

• Detail-oriented and organized, with the ability to systematically track issues and follow them through to resolution.

• Comfortable learning and working within customer environments, understanding their specific configurations.

• A proactive mindset focused on recognizing patterns and proposing improvements.

• Experience with Salesforce or HubSpot integrations is a plus.

• Familiarity with AWS Lambda or Bubble.io workflows is a plus.

• Background in customer success or account management is a plus.

• Experience in writing support documentation or knowledge base articles is a plus.

🏝️ Benefits

• Stock options in a profitable, high-growth SaaS company.

• Competitive salary and comprehensive benefits.

• Opportunity for career advancement into a support leadership role as the team expands.