Support Engineer

For our client, a leader in the Pharmaceuticals & Biotech space, we are seeking a Support Engineer to join their team. This role will lead technical initiatives focused on scalable systems, platform reliability, and meaningful business transformation. You will work across engineering, product, operations, and business stakeholders to translate complex requirements into practical technology solutions. The position offers the opportunity to influence architecture, execution quality, and the technology capabilities that enable long-term growth within a life sciences environment.

Location: Seattle, WA. US-based candidates only; no visa sponsorship is available.

Responsibilities

• Act as dedicated technical support for strategic enterprise accounts
• Manage technical support needs end-to-end, resolving issues directly
• Deeply understand customer architecture and integrations for nuanced support
• Collaborate with Sales and Customer Success as a unified account team
• Capture and relay technical feedback to Product teams
• Handle high-urgency customer issues with ownership and coordination
• Contribute to building the Support Engineer function, including tooling and metrics

Qualifications

• 5+ years in technical product support with enterprise customers
• Proven track record as a known support contact for enterprise accounts
• Fluent in APIs and technical SaaS product documentation
• Hands-on experience troubleshooting authentication flows (SSO, SAML, OAuth)
• Exceptional user empathy and strong written communication skills
• Comfortable operating in ambiguous situations and making informed decisions
• Experience developing support documentation and processes

Benefits

• Visa sponsorship available
• Hybrid work policy with at least 25% in the office
• Supportive of diverse candidates applying regardless of qualifications
• Opportunity to shape support processes for the company’s products
• Engagement with cutting-edge AI technologies and enterprise clients

Pay

$210,000 – $250,000 annually