Support engineer

What you'll do

• Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom
• Guide technical end users directly by debugging and refining custom-built Python and no-code agents
• Serve as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts
• Drive technical investigations across our stack and escalate deeper technical issues to product and engineering teams
• Shape our product roadmap by gathering and sharing platform feedback and feature requests with product and design teams
• Build and maintain automated diagnostic tools and scripts to scale our support operations and reduce resolution times

What you need

• 5+ years of experience providing technical support for an enterprise B2B SaaS organization
• Deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
• Strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments
• Enjoy working on-screen with customers to overcome product issues and connect with them empathetically
• Communicate complex technical concepts clearly through excellent writing and communication skills
• Experience with GenAI and LLMs (a huge bonus)
• Own the resolution of every technical issue from start to finish

Benefits & perks (US Full-time employees)

• Generous PTO, plus company holidays
• Medical, dental, and vision coverage for you and your family
• Paid parental leave for all parents (16 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Flexible spending account and dependent FSA options
• Health savings account for eligible plans with company contribution
• Annual work-life stipends for wellness, learning and development
• Company-wide off-sites and team off-sites
• Competitive compensation, company stock options and 401k