Support Engineer

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

📋 Description

• Act as the main technical responder during assigned support shifts as an L2 support engineer.

• Assist L1 Technical Support Representatives by providing technical context, reproduction steps, and solutions.

• Conduct technical investigations on escalated issues and implement bug fixes from start to finish.

• Escalate intricate problems to L3 senior engineers and manage investigation timelines.

• Recognize recurring issues, recommend comprehensive solutions, and propose metrics for significant problems.

• Collaborate with Customer Success and Product teams to translate customer context into effective solutions.

• Document insights and create knowledge-base articles.

• Enhance the codebase through fixes driven by support feedback.

• Work weekdays from 3PM–11PM ET, with on-call duties every other Saturday from 10AM–3PM ET.

⛳️ Requirements

• Over 5 years of experience in an engineering or technical support position within a B2B SaaS setting.

• Proficient in a modern web stack — Next.js, React, Node.js, JavaScript/TypeScript, or similar technologies.

• Familiarity with SQL and a scripting language (such as Python, Bash, or similar).

• Experience using testing and monitoring tools like Postman, PostHog, CloudWatch, Sentry, or their equivalents.

• Proficient with support ticketing systems (such as Zendesk, Jira, Linear, or similar).

• Excellent written communication skills — capable of articulating technical issues to both customers and senior engineers.

• Adaptable to shifting priorities and uncertainty in a fast-paced, dynamic startup environment.

• Practical experience with AI development tools and workflows (such as Cursor, Claude Code, or similar) for investigation, debugging, and accelerating fixes.

🏝️ Benefits

• Fully remote work.

• Stock options.

• Health benefits.

• Paid time off and vacations.

• Annual tech allowance.

• Professional development opportunities through courses, seminars, and certifications.