Enterprise Support Engineer

What We Do

We help more than 5,000 leading startups and tech companies build beautiful, personalized, and interactive developer hubs. You serve as a primary technical point of contact for enterprise customers. You deliver timely, accurate, and highly professional support across multiple channels, 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.

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
• APIs and API debugging
• Swagger / OpenAPI specifications
• OAuth, SAML, and SSO authentication flows
• Git and CI/CD troubleshooting
• Front-end technologies (HTML, CSS, JavaScript)
• 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
• Diagnosing performance, configuration, and integration issues

Support Skills

• A structured investigation and root-cause analysis process
• You follow through on every issue and ensure closure
• You identify recurring friction points and advocate for systemic improvements
• You’re proactive, detail-oriented, and accountable
• You understand metrics (SLAs, CSAT, time to resolution)

Who We Are Looking For

• You enjoy turning high-stakes or frustrated customers into long-term advocates
• You can operate independently while collaborating cross-functionally
• You want to help shape enterprise-grade support at a growing company
• You’re excited to have real impact at an early-stage but scaling startup

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.
• 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.

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
• 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