Technical Support Engineer - Boston

Key Responsibilities

• Work directly with customers to troubleshoot, debug, reproduce and resolve complex technical issues
• Educate customers on best product usage to maximize value
• Setup Zoom calls with customers to resolve issues, improve experience, and enhance product adoption
• Support customer success and sales teams on sales, retention, and expansion motions
• Work with developers to identify defects and opportunities for product improvement
• Improve product serviceability by testing new features and developing tools to scale deployments and auto-support infrastructure
• Provide analysis of existing customer base to avoid and minimize risks
• Define and inspire product changes with development engineering team based on customer feedback and usage
• Develop and contribute to internal and external knowledge bases
• Drive continuous improvement in all processes
• Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis

Qualifications

• At least 2 years of experience in technical support, software engineering, or another customer-facing technical role
• Excellent communication skills with business fluency in spoken and written English
• Customer obsession and passion for delivering high-quality customer experience
• Experience with modern ticketing and customer support systems
• Excellent problem-solving skills with ability to debug complex technical issues

Nice-to-Haves

• Proficiency in at least one programming or scripting language
• Experience with code review processes and tools
• Familiarity with observability, RCA, and debugging practices and tools
• Strong understanding of modern software development practices, version control systems, and the software development ecosystem (e.g. Git, GitHub, CI/CD, VS Code, Cursor)
• Knowledge of customer success, sales, and professional services (e.g. retention, expansion, MEDDPICC, services delivery)
• Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field

Compensation

Base pay range for this role is $115k-$190k. Actual salary will be based on job-related skills, experience, and location. Competitive salary, equity, and benefits.