Technical Support Engineer

Role overview Own complex technical support cases for a business software platform, serving as a specialist for selected products while helping customers across a broader product suite. The role combines hands-on investigation, clear customer communication, and work that improves support practices across the team.

Responsibilities - Diagnose escalated issues involving APIs, integrations, CRM synchronization, data quality, and browser or network behavior. - Manage high-priority cases from initial triage through resolution, keeping customers informed along the way. - Reproduce and investigate defects or configuration problems with product and engineering partners. - Create and maintain troubleshooting guides, support documentation, decision trees, and training materials. - Identify recurring support patterns, share customer feedback with product teams, and contribute to release readiness and beta reviews. - Help teammates build technical skills through case reviews, knowledge sharing, and onboarding support.

Requirements - At least four years in technical support, support engineering, or a similar customer-facing role in B2B software. - Experience troubleshooting APIs, integrations, data pipelines, or CRM systems. - Proficiency with browser developer tools, network analysis such as HAR files, and log interpretation. - Strong written and verbal communication, including the ability to explain technical issues to nontechnical audiences. - Initiative, careful organization, and the ability to manage several urgent cases or projects at once. - A collaborative approach to resolving issues across internal teams.

Nice to have - Experience with data enrichment, intent data, or B2B sales intelligence products; familiarity with the platform supported by the team. - SQL or other data querying skills, experience with ticketing systems, and a background writing support documentation.

Benefits and work setup - Remote hiring is available in the Central and Eastern US time zones; offices are located in Massachusetts and Maryland. - Listed US base salary range: $75,000–$90,000, with the final offer depending on location, qualifications, and experience. - Benefits include health and wellness programs, dependent care support, and optional services such as pet insurance and legal assistance.