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’ll serve as a primary technical point of contact for enterprise customers, delivering timely, accurate, and highly professional support across multiple channels. You’ll troubleshoot complex API, authentication, CI/CD, and front-end implementation issues, partner cross-functionally with Engineering, Product, and Customer Success, and advocate for customer needs. You’ll also 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. Lastly, you’ll 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

• 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