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 full ownership of the issue from triage to resolution.

• Analyze logs, reproduce issues, and delve into system behavior to pinpoint root causes before escalating to the Engineering team.

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

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

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

• Contribute to internal knowledge bases and playbooks that assist the team in addressing 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 skills and the capability to independently investigate complex technical issues.

• Good comprehension of web applications, APIs, integrations, logs, and fundamental system behavior.

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

• Exceptional written and verbal English communication skills.

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

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

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible work arrangements