Support Engineer, Engineering Operations

Role overview

Act as the technical link between customer-facing teams and software engineering, investigating product, integration, and API issues and helping customers resolve them. The work combines direct technical support with bug escalation, support documentation, internal tooling, and improvements to support workflows.

Responsibilities

- Respond to technical questions and incidents through team messaging and ticketing channels. - Investigate product behavior and integrations, then guide customers through practical solutions. - Report product defects to engineers with clear reproduction details and relevant technical context. - Write and maintain technical support documentation for customer-facing and engineering teams. - Spot recurring issues and recommend product or process changes to reduce them. - Build internal tools and apply AI workflows to make support work more efficient.

Requirements

- At least two years of experience in technical support, solutions engineering, or software engineering. - Ability to read and write TypeScript. - Clear communication skills and the ability to manage several technical conversations at once. - Familiarity with REST APIs, SQL, and cloud tools. - A permanent address in one of the listed eligible U.S. states or Washington, D.C.: California, Florida, New York, Ohio, Utah, Texas, Michigan, Washington, Colorado, Massachusetts, North Carolina, or Pennsylvania.

Benefits and work setup

The source describes a supportive, growth-oriented environment, competitive pay and benefits, and an open vacation and sick leave policy. Salary details are not provided.