Support Engineer

This is a fully remote position, open to applicants in New York.

📋 Description

• Investigate and resolve technical issues reported by enterprise clients, taking ownership of the issue from initial triage to final resolution.

• Analyze logs, replicate issues, and delve into system behavior to identify root causes prior to escalating to the Engineering team.

• Actively utilize AI tools as part of your investigation workflow to expedite analysis, comprehend unfamiliar aspects of the product, and document findings.

• Maintain clear communication with customers and internal teams throughout the support process.

• Record issues, solutions, and recurring patterns to enhance institutional knowledge across an expanding set of customer solutions.

• Contribute to internal knowledge bases and playbooks that assist the team in managing new solutions more efficiently.

• Relay customer feedback and product insights to the Product team.

⛳️ Requirements

• A minimum of 2 years of experience in technical support, support engineering, QA, solutions engineering, or a comparable hands-on technical role.

• Strong troubleshooting abilities and the capability to independently investigate complex technical issues.

• Solid understanding of web applications, APIs, integrations, logs, and fundamental system behavior.

• Proficient with AI tools (such as ChatGPT, Claude, Copilot, or similar) and comfortable incorporating them into daily technical tasks.

• Exceptional written and verbal communication skills in English.

• A customer-first mindset with a strong sense of ownership and commitment to follow through.

• Capability to thrive in a fast-paced environment with a diverse array of products and customer contexts.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible work arrangements