This is a fully remote position, open to applicants in New York, +1 more state.

• Deliver exceptional technical support to Ketch customers.

• Collaborate closely with the Professional Services team on technical solutions.

• Balance reactive support tasks with proactive engagement initiatives.

• Interact directly with customer engineering teams, developers, and IT stakeholders.

• Act as the primary technical support resource for US-based customers during East Coast hours.

• Manage ticket resolution from start to finish across web technologies, APIs, SDK integrations, and platform configuration.

• Document fixes, known issues, and reusable solutions for the benefit of broader teams.

• Escalate issues to engineering as necessary while handling customer communication and resolution timelines.

• Minimum of 4 years in a technical support, solutions, or implementation role within a B2B SaaS company.

• Strong understanding of JavaScript, HTML, CSS, and APIs.

• Proficient in using Postman or similar tools to diagnose API behavior.

• Experience in administering or supporting SaaS platforms such as Zendesk, Salesforce, or similar.

• A genuine curiosity for technology.

• Located on the US East Coast with the legal right to work in the US.

• Ability to work independently in a startup environment.

• Ketch is proud to be an equal opportunity employer.

• Commitment to fostering a workforce that reflects the diversity of the users we serve.

• Cultivating a culture of belonging.

• Providing equal employment opportunities regardless of various protected categories.

Technical Support Engineer

People also viewed