Customer Technical Support Engineer

Responsibilities

• Customer Technical Support: Serve as a technical point of contact for our clients, delivering responsive, empathetic, and precise support through help desk tickets, email, and direct communication channels.
• Issue Diagnosis & Escalation: Investigate and reproduce customer-reported issues, dig into root causes, document clear technical reports, and escalate findings to the engineering team.
• Customer Enablement & Knowledge Development: Create and maintain user-facing documentation, including step-by-step guides, knowledge base articles, and instructional video content to help customers succeed.
• Technical Development Contributions: Get hands-on with software enhancements, bug fixes, internal tooling, and patch deployment using PHP, JavaScript, and PostgreSQL — a great way to keep building your engineering chops alongside a support-first role.
• Infrastructure & System Monitoring: Help support platform stability by investigating server and database performance issues, using basic Linux administration skills to keep systems healthy.

Requirements

• Required Qualifications:
  • Some Software Development Experience: 1–2 years of hands-on development experience (internships, co-ops, bootcamp projects, or professional work all count), ideally touching a SaaS or web-based product.
  • Back-End Fundamentals: Familiarity with PHP and relational databases, ideally PostgreSQL — you don’t need to be an expert, but you should be comfortable reading and writing code in a live codebase. Candidates must know how to code, not rely on AI code tools (Cursor, Claude Code, etc) to produce applications.
  • Front-End Basics: Working knowledge of JavaScript, HTML5, and CSS, enough to troubleshoot issues and make small enhancements.
  • Linux Comfort: Some experience with the Linux command line — navigating directories, reading logs, managing services, and managing permissions. We’ll help you build depth here.
  • Strong Communicator: Clear, friendly written and verbal communication skills, with the ability to explain technical concepts to non-technical people without talking down to them.
  • Curious Problem-Solver: A methodical, resourceful approach to troubleshooting, and the confidence to dig into an unfamiliar problem and work it through.
• Preferred Qualifications (nice to have, not required):
  • Exposure to APIs or webhooks, even from school projects or personal work.
  • Experience with screen recording or video tools like Loom for creating how-to content.
  • Familiarity with ticketing systems like Zendesk, Jira Service Desk, or Freshdesk.