Technical Success Engineer

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

📋 Description

• Act as tier 1 technical support, addressing requests directly and flagging issues that need more specialized expertise.

• Analyze and reproduce reported bugs, then escalate to Engineering with detailed reproduction steps and context.

• Facilitate communication between Engineering and customers, ensuring follow-up when fixes or workarounds are implemented.

• Collaborate with Customer Success for effective technical customer implementation.

• Maintain and refresh public documentation as needed.

• Identify patterns in recurring support tickets to enhance processes and documentation, empower customer self-service, and decrease resolution times and SLAs.

• Contribute to AI-first workflows, shared tools, prompts, and processes.

• Work alongside Product and Engineering to identify customer blockers and provide input on upcoming features.

• Acquire knowledge of the product and support workflows to independently manage support requests.

• Take ownership of front-line technical support from start to finish.

• Assist in improving documentation and review existing pages for accuracy.

• Minimize escalations to Engineering by addressing gaps in documentation, tooling, and support-level fixes.

⛳️ Requirements

• Strong technical background from roles in engineering, technical support, or implementation.

• Familiarity with at least one programming language, preferably Ruby on Rails, with the capability to write scripts for issue diagnosis.

• Skill in reproducing issues, gathering technical context from non-technical customers, and analyzing logs to provide a comprehensive overview for Engineering.

• Excellent written communication skills and comfort in direct interactions with customers via email or Zoom.

• Ability to translate technical challenges into clear instructions for customers and engineers alike.

• Proficiency in multitasking and shifting focus between competing high-priority issues.

• Comfort in navigating ambiguity, asking insightful questions, and trying out new methodologies.

• AI-first mindset; regular use of tools such as Claude and Claude Code.

• Proactive in identifying process or tooling enhancements.

• Bonus: Experience with REST APIs and authentication protocols like SAML and SSO.

• Bonus: Familiarity with logging and observability tools such as Datadog or Sentry.

• Bonus: Understanding of AWS or basic cloud infrastructure concepts.

• Bonus: Knowledge of SQL and analytics.

🏝️ Benefits

• Equity

• Health insurance

• Dental insurance

• Vision insurance

• Remote-first working environment

• 401k savings plan

• Parental leave

• Wellness benefits

• Flexible time off

• Paid holidays

• Work from home stipend