Customer Support Engineer (Remote)

Key Responsibilities

• Investigate talent-reported issues end-to-end: reproduce bugs, identify root causes, and separate UX friction, model edge cases, and system defects.
• Debug across the AI + SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
• Triage with sound judgment—escalate true engineering issues and resolve others via configuration, prompt refinement, or clear user guidance.
• Surface systemic patterns and product risks to engineering and product leadership.
• Create clear documentation and runbooks to reduce repeat issues and improve resolution speed.

Required Skills & Qualifications

• Experience debugging web applications with a strong understanding of modern SaaS issues.
• Ability to communicate with precision, professionalism, and empathy in English.
• Familiarity with telemetry, logs, and database queries for troubleshooting production systems.
• Experience working in a remote, customer-facing support role with substantial overlap with Pacific Time (PT/PST) working hours.
• Capacity to triage issues and escalate engineering problems effectively.
• Ability to identify UX friction and systemic product risks.
• Knowledge of AI-led interview platforms or similar SaaS products is beneficial.
• Strong documentation skills for creating runbooks and training materials.
• Experience collaborating with engineering teams to resolve technical issues.
• Native-level proficiency in written English with an upbeat, professional tone.

More About the Opportunity

This role offers a unique opportunity to work with a global leader in the technology and talent success industry, contributing to seamless user experiences on a high-traffic platform. You will play a key role in maintaining platform reliability and user satisfaction.

Equal Opportunity Employer

We hire based on skills and expertise. All qualified candidates are welcome regardless of background, experience, or prior employment history. Applications are reviewed solely on demonstrated technical ability and qualifications.

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