Support Engineer

Support Engineer (Remote)

Overview:

The Support Engineer provides enterprise-level assistance to our internal stakeholders and teams. They will diagnose, troubleshoot, triage, and/or fix software problems, collaborating with stakeholders from diverse departments.

On top of technical investigative work, they’ll also help our internal stakeholders to better understand our APIs and how to use them, creating and updating knowledge-based articles along the way.

A top-class Support Engineer provides valuable support to the organization, being the first line of defense for incidents, bugs, and issues coming from our software, while continually improving their troubleshooting and coding skills.

The impact you'll make:

• Owning the bugs and defects queue, providing the assistance needed to move those tickets toward completion promptly.

• Building and maintaining an evergreen knowledge base space.

• Providing Technical Support to our CS agents.

• Researching, diagnosing, troubleshooting, and identifying solutions to software issues.

• Working on fixing minor bug fixes.

• Properly escalate unresolved issues triaging with the appropriate internal engineering teams.

• Ensuring all issues are properly documented and categorized.

• Prioritizing and managing several open issues at one time.

• Intaking and categorizing user feedback to provide valuable insights to Product and Design, enabling them to set a better direction for our products and features.

What you've accomplished:

• 2 years of relevant industry experience. 

• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.

• Ability to prioritize and manage several bugs and issues simultaneously.

• Strong interpersonal, written, and verbal communication skills.

• Problem-solving and critical thinking skills.

• Basic knowledge of one or more programming languages.

Bonus points: 

• Relevant experience in customer-focused positions involving technical knowledge of a company’s products and services.

• Novice programming experience, preferably in languages including Ruby, HTML5, and JavaScript.

• QA or Testing background.

• Understanding of REST APIs.

• Knowledge of databases and SQL.

• Familiarity with JIRA and Salesforce.

• Ability to learn new software and technologies quickly.

• Ability to follow instructions and work in a team environment.

• Detail-oriented.

The base pay range for this position is $33.24 - $37.59 per hour

2025 Benefits for Full-Time, Regular Employees:

• Physical Health benefits: Medical, Dental & Vision:

  • Employee - employer paid premium 100%

  • Company contribution to a HSA when electing the High Deductible Health Plan

  • For plans that offer coverage to your dependents, you pay a small contribution

• Mental Health benefits:

  • Free access to CALM app for employees and dependents

  • Employee Training

  • Mental Health seminars and Q&A sessions

• Basic Life & AD&D - employer paid 1x salary up to $250,000

• 401(k) Retirement Plan (with employer match contribution)

• Generous PTO, Paid Sick Leave, and Company Holidays

• Supplemental, voluntary benefits

  • Student Loan Repayment/529 Education Savings - including a company contribution

  • FSA (Medical, Dependent, Transit and Parking)

  • Voluntary Life and AD&D Insurance

  • Critical Illness Insurance

  • Accident Insurance

  • Short- and Long-term Disability Insurance

  • Pet Insurance

  • Family planning/fertility

  • Identity theft protection

  • Legal access to a network of attorneys

• Paid parental leave