Technical Support Engineer

Role overview

Own technical investigation and resolution for customer issues involving a complex, data-heavy software platform. You will connect enterprise users with engineering and product teams, providing clear updates while identifying whether a report reflects a defect, configuration problem, expected behavior, or need for user guidance.

Responsibilities

- Investigate reported issues end to end and coordinate resolution across the relevant teams. - Distinguish product defects from expected behavior, configuration issues, education needs, and feature requests. - Manage a support queue and meet response and resolution targets consistently. - Write accurate, professional customer responses that address the issue without unnecessary back-and-forth. - File engineering tickets with diagnostic context when a confirmed bug needs to be fixed. - Identify recurring ticket patterns and share them with client success and product partners. - Build deep knowledge of product workflows, edge cases, behavior, and customer-specific implementations.

Requirements

- 3–5 years in technical support, technical solutions, or a similar customer-facing technical role at a B2B software company. - Clear written communication, including the ability to explain technical issues to nontechnical audiences. - Sound judgment in ambiguous cases that require combining product behavior, customer context, and operational knowledge. - Strong queue management and follow-through, with consistent attention to service targets. - Ability to use quantitative and qualitative information to understand issues and spot trends. - Experience supporting complex, data-intensive software products. - Comfort working in a fast-moving technology organization and communicating directly and respectfully.

Nice to have

Experience with insurance technology or financial technology products.

Benefits and work setup

The role is remote within the United States, with a listed salary range of $85,000–$135,000 USD; final pay varies by experience and location. Benefits include equity, a 401(k) match, medical, dental, and vision coverage, 20 days of annual paid time off, wellness and phone stipends, continuing education support, and team gatherings.