Customer Support Engineer

Role overview Provide first-line technical support to users of a platform for managing translation work. You will answer day-to-day product questions, investigate and document defects, and keep enterprise customers informed through regular and as-needed calls. The role suits someone who enjoys methodical troubleshooting, clear communication, and learning technical products.

Responsibilities - Help users run jobs, open and process files, and navigate the platform. - Join scheduled customer calls and additional calls as needed to explain technical issues and follow through to resolution. - Reproduce reported errors, document findings, and route validated bugs to engineering or feature requests to product teams. - Manage incoming requests against service-level targets and provide timely progress updates. - Record recurring customer pain points and suggestions to support product and process improvements.

Requirements - One to three years of experience in customer support, technical support, localization support, or a similar customer-facing role. - Comfort working with technical products and learning new tools. - Strong written and verbal communication with both end users and technical administrators. - Analytical troubleshooting skills and judgment about when to escalate. - Working knowledge of SQL and database management, Google Cloud Platform, REST APIs, and authentication or single sign-on troubleshooting. - A bachelor’s degree or equivalent experience is preferred; study in computer science, linguistics, or a related area is useful but not required.

Nice to have - Browser network or debugging tools, monitoring software, GitHub, or Yarn experience.

Benefits and work setup - Full-time remote role for candidates in Pacific or Mountain time zones, to support overlap with customers and engineering teams.