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!

Technical Skills

• Significant experience supporting enterprise or high-growth SaaS customers.
• Confidently say “no” or reset expectations while preserving trust.
• Communicate complex technical concepts clearly to both technical and non-technical audiences.
• Leverage APIs and API debugging.
• Work with Swagger/OpenAPI specifications, OAuth, SAML, and SSO authentication flows.
• Troubleshoot Git and CI/CD issues.
• Work with front-end technologies (HTML, CSS, JavaScript).
• Use Markdown, Chrome Developer Tools, CLI environments, npm packages, and modern JavaScript ecosystems.
• Utilize AI tools (e.g., Claude, ChatGPT) in debugging workflows with strong judgment and verification.
• Diagnose performance, configuration, and integration issues.

Support Skills

• Structured investigation and root-cause analysis process.
• Follow through on every issue and ensure closure.
• Identify recurring friction points and advocate for systemic improvements.
• Proactive, detail-oriented, and accountable.
• Understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level.

Who We Are Looking For

• Enjoy turning high-stakes or frustrated customers into long-term advocates.
• Operate independently while collaborating cross-functionally.
• Want to help shape enterprise-grade support at a growing company.
• Excited to have real impact at an early-stage but scaling startup.

How You'll Grow

• 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.
• 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.
• 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.
• 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

• 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.
• A 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.