Support Engineer (AMER)

Role overview

Provide developer-focused technical support for users who need help diagnosing issues, understanding platform behavior, improving implementations, or resolving account-related questions. The role sits within a globally distributed support function focused on reducing time to resolution and collaborating closely with product, engineering, and growth teams. You will combine clear written communication with practical debugging and careful triage.

Responsibilities

- Respond promptly and accurately to support cases covering billing, pre-sales questions, implementation guidance, optimization, and technical troubleshooting. - Investigate and triage incoming issues, directing users to relevant documentation, prior solutions, code examples, or specialist teams when appropriate. - Monitor community and feedback channels, identify recurring problems, and help ensure useful answers are available to developers. - Reproduce reported issues where possible, create test cases, and contribute to stronger test coverage when your experience supports it. - Identify opportunities for internal tooling, automation, or process improvements that make support more efficient and consistent. - Share customer feedback and recurring technical problems with product and engineering partners to help improve the platform.

Requirements

- At least three years of experience providing technical or developer support to customers. - Strong SQL skills, ideally including PostgreSQL, with confidence writing and troubleshooting complex queries. - Excellent written and verbal English communication, with the ability to explain technical solutions clearly to different audiences. - Comfortable working in Linux or Unix environments and using the command line for investigation and diagnosis. - Experience working with GitHub Issues and Discussions or comparable developer-support channels. - A methodical approach to debugging, prioritization, escalation, and documenting solutions.

Nice to have

- Database administration experience. - Familiarity with React, Vue, Svelte, Node.js, or other popular JavaScript technologies. - Experience with software testing or a degree in computer science.

Benefits and work setup

This is a full-time remote position for candidates located in North American time zones; the schedule is designed to avoid overnight shifts. The work environment is asynchronous and flexible, with a coworking allowance, equity participation, technology budget, health coverage, professional-development support, and annual off-sites.