Support Engineer

About the role

Support Engineers sit at L2 in our support stack — L1 (Technical Support Representatives) handle direct customer contact, you're the technical responder they lean on, and L3 (senior engineers) is where you escalate when a problem needs deeper investigation. You'll run technical investigations, ship bug fixes, and keep L1 unblocked so customers stay unblocked. Because support touches every part of the product, you'll build broad familiarity across the codebase and work closely with Engineering, Product, and Customer Success.

Responsibilities

• Serve as the primary technical responder on your assigned support shifts — this is an L2 role, so most tickets reach you via escalation from L1, not directly from customers.
• Support our L1 Technical Support Representatives with technical context, reproduction steps, and answers that unblock their customer conversations.
• Run technical investigations on escalated issues and ship bug fixes end-to-end — scrappy, not sloppy.
• Escalate to L3 (senior engineers) when a problem needs deeper investigation, and time-box your own digs.
• Identify recurring issues across tickets, propose broader fixes, and suggest metrics that improve visibility on high-impact problems.
• Partner with Customer Success and Product to turn customer context into the right fix.
• Document findings, write knowledge-base articles, and leave the code better than you found it.

Requirements

• 5+ years of experience in an engineering or technical support role in a B2B SaaS environment.
• Comfortable in a modern web stack — Next.js, React, Node.js, JavaScript/TypeScript, or similar.
• Working knowledge of SQL and a scripting language (Python, Bash, or similar).
• Hands-on with testing and monitoring tools like Postman, PostHog, CloudWatch, Sentry, or equivalents.
• Experience with support ticketing systems (Zendesk, Jira, Linear, or similar).
• Strong written communication — you can explain a technical problem to both a customer and a senior engineer.
• Thrives in a fast-moving, dynamic startup environment — comfortable with shifting priorities and ambiguity.
• Hands-on experience with AI development tools and workflow (Cursor, Claude Code, or similar) for investigation, debugging, and shipping fixes faster.

Benefits

• Fully remote work.
• Stock options.
• Health benefits.
• Paid time off and vacations.
• Annual tech allowance.
• Professional development through courses, seminars, and certifications.

Schedule

The shift for this position is 3PM–11PM ET weekdays, with on-call every other Saturday 10AM–3PM ET.