Enterprise Support Engineer

What We Do

ReadMe helps more than 5,000 leading startups and tech companies build beautiful, personalized, and interactive developer hubs. If you’ve ever visited the developer docs for PagerDuty, Samsara, or Nvidia, you’ve used ReadMe! We love what we do because it’s so much more than just documentation. We’re providing tools for teams to build a better developer experience and make their products and APIs easier to use.

Technical Skills

• Significant experience supporting enterprise or high-growth SaaS customers
• Experience with APIs and API debugging
• Knowledge of Swagger / OpenAPI specifications
• Experience with OAuth, SAML, and SSO authentication flows
• Experience with Git and CI/CD troubleshooting
• Experience with front-end technologies (HTML, CSS, JavaScript)
• Experience with Markdown, Chrome Developer Tools, CLI environments, npm packages, and modern JavaScript ecosystems
• Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows - with strong judgment and verification
• Experience diagnosing performance, configuration, and integration issues

Support Skills

• A structured investigation and root-cause analysis process
• Able to confidently say “no” or reset expectations while preserving trust
• Able to communicate complex technical concepts clearly to both technical and non-technical audiences

What You’ll Do Here

• Serve as a primary technical point of contact for enterprise customers
• Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations)
• Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues
• Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs
• Identify patterns in support cases and proactively recommend product or process improvements
• Draft clear, executive-ready communications during escalations or incident scenarios
• File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate
• Contribute to and elevate internal and external documentation

How You'll Grow

• Within One Month: Build relationships with Support, Engineering, Product, and Success teams. Deeply learn ReadMe’s product architecture, features, and customer use cases. Train on our support tools and internal processes. Begin troubleshooting and resolving real customer issues. Understand our SLAs, escalation paths, and support performance metrics.
• Within a Few Months: Confidently manage enterprise-level customer conversations. Develop a strong command of OpenAPI and advanced implementation patterns. Identify product gaps and contribute meaningful feedback to Engineering. Own complex investigations from intake to resolution. Strengthen internal documentation and knowledge-sharing processes.
• Within Your First Year: Be recognized as a ReadMe product expert. Serve as a trusted technical advisor to key customers. Help shape support processes as we scale. Contribute significantly to reducing friction across the customer journey. Play a key role in maintaining the high standard of enterprise support that defines ReadMe.

Hiring Process

Create a ReadMe project, it’s free for 14 days with no credit card required! Explore ReadMe and create a page in your project to show us who you are and why you want to join our team! Share the URL in the "Website" field as part of your application. We can’t wait to read your resume and (hopefully personality-filled) ReadMe project! Let us know what excites you about the role, and help us get to know you better!

If we think we might be a good fit for you, we’ll set up a 30-minute Zoom call with Jesse Yowell, our Head of Support! We’ll tell you more about the role, and get a chance to hear about your experiences. Next will be a take home project and 30-minute conversational interview with one of our Enterprise Support Engineers to assess your troubleshooting skills. Then we’ll invite you to an "onsite" interview conducted over Zoom! You’ll get to meet everyone on the support team, members from other ReadMe teams, and dig a little more into your technical skills!

We’ll let you know how things went within a week! If it still seems like a good fit all around, we’ll extend you an offer! If not, we will update you to let you know so you aren’t left hanging.

Our benefits include...

• Unlimited PTO with a three-week minimum
• Fully covered medical, dental, and vision insurance for you, and 100% for your dependents
• A One Medical membership
• A gym or fitness stipend of up to $150 per month
• One-to-one donation matching of up to $1,000 per year
• Twelve weeks of paid parental leave after the birth or adoption of a child
• Hybrid work
• Three offsite retreats per year to get together with coworkers and plan for the quarter ahead

At ReadMe, we’re committed to cultivating a diverse and inclusive workplace. We welcome people of all different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.