Remote job
Technical Customer Support Engineer, North America (Weekend Coverage)
Job details
About this role
Role overview
Provide hands-on technical support to customers building and maintaining web applications, including diagnosing problems, implementing fixes, and advising on architecture and integrations. The role also improves the underlying product and support processes by turning recurring issues into platform fixes, documentation, and automation.
Responsibilities
- Investigate and resolve customer application issues, from bugs to integration and architecture questions. - Feed recurring problems back into the product or AI agent so they are less likely to happen again. - Maintain clear, current public and internal troubleshooting documentation. - Build workflow automations that help the support team handle a high volume of requests. - Serve as the first contact for platform incidents during scheduled hours and coordinate status updates and customer communications.
Requirements
- Strong experience with TypeScript and React, plus modern web fundamentals such as HTTP, APIs, authentication, and databases. - Demonstrated ability to debug production issues using logs, traces, reproductions, and focused test cases. - Sound understanding of system design concerns including scale, reliability, performance, and security basics. - Clear, concise written communication tailored to different audiences. - Experience in a customer-facing role and a record of resolving more than 50 support tickets per day.
Benefits and work setup
- Fully remote role for candidates in North America or able to work standard New York hours; work must be from outside US-sanctioned countries. - Weekend coverage schedule runs Thursday through Monday, including both weekend days, with Tuesday and Wednesday off. - Benefits include healthcare, vision and dental coverage, flexible time off, and an unlimited AI token budget. - Compensation is listed at $75,000–$150,000 plus equity, varying by seniority and location. - The role may offer a path after 6–12 months into software engineering, pre-sales, or post-sales engineering.