Technical Support Engineer

Role overview

Own technical support for enterprise customers of a fast-growing B2B SaaS platform that turns repeated processes into shareable how-to guides and automations. Reporting to engineering leadership, you'll act as the hub between customer success and engineering, keep a high-volume queue moving, and lean on AI to streamline the repeatable parts of the job.

Responsibilities

- Own intake and triage of technical customer issues escalated from customer success, prioritizing a high-volume queue - Resolve complex issues involving enterprise features, especially SSO and SCIM provisioning - Join troubleshooting and SCIM setup calls with customers as a trusted autonomous point of contact - Investigate issues using logs, browser developer tools, and API calls to identify root causes - Keep customer success and on-call engineering informed with clear, timely updates on every open issue - Escalate to on-call engineering with detailed analysis, reproduction steps, and root cause hypotheses, and follow cases through to resolution - Use AI tools to enrich issue context, analyze logs, and automate triage, summaries, and routine communications - Build and maintain runbooks, decision trees, and processes that let customer success resolve common issues independently - Continuously improve how support runs, partnering with engineering leadership to scale the function

Requirements

- 4+ years in technical support engineering or a similar customer-facing technical role at a B2B SaaS company - Hands-on experience setting up and troubleshooting SSO (SAML, OIDC) and SCIM with identity providers such as Okta, Entra ID, or Google - Experience investigating issues through logs and APIs using tools like Datadog, PostHog, and browser developer tools, and working with HTTP status codes and API requests - Track record managing a high-volume queue of technical issues and keeping many moving at once - Hands-on experience using AI tools to automate parts of the work, from triage to customer and internal communication - Experience building runbooks, knowledge base content, or processes that help other teams resolve issues independently - Excellent written and verbal communication with an empathetic, customer-first approach - Experience with support and issue-tracking tools such as Intercom and Linear - Comfort thriving in a fast-paced, collaborative startup environment

Nice to have

- Experience supporting or working with Chrome extensions - Working knowledge of JavaScript and HTML

Benefits and work setup

- Remote role based in the US, with periodic in-person offsites in different cities - Base salary range of $90,000-$115,000, plus equity and benefits - Full medical, dental, and vision coverage with 100% employer contribution, FSA, and HSA where applicable - 401(k) plan - Work-from-anywhere setup with UberEats and Deskpass stipends - Generous annual stipend for learning and development and productivity - Health and wellness stipend - Unlimited PTO, 10 holidays, 4 personal volunteer days, 4 mental health days, and birthdays off - Paid parental leave - Subsidized National Parks Annual Pass