Product Support Engineer
This role solves complex technical customer problems by debugging APIs, databases, logs, code, and production systems while partnering with Product and Engineering. It requires strong Python and SQL skills, clear communication, customer empathy, and a builder mindset; hardware-development experience is a plus.
About the job
Responsibilities
- Own complex customer issues end-to-end, from investigation through resolution.
- Work directly with technical customers to troubleshoot product usage and help them get the most out of the platform.
- Debug logs, APIs, databases, code, and production systems to identify root causes.
- Partner with Product and Engineering to distinguish bugs from product gaps, influence priorities, and drive lasting solutions.
- Identify recurring customer problems and improve the product, documentation, tooling, and customer experience.
- Create technical documentation, troubleshooting guides, and internal tools.
- Use AI to accelerate debugging, automate repetitive workflows, and scale technical support.
- Respond to high-impact incidents and unblock customers.
Requirements
- Strong technical fluency with APIs, relational databases, observability tools, Python, codebases, and GitHub.
- Strong SQL and Python skills, including Pandas or similar data-analysis tools.
- Ability to investigate unfamiliar systems independently and follow problems through logs, data, APIs, and code.
- Customer empathy and the ability to translate customer problems into clear technical issues or product opportunities.
- Product thinking and cross-functional communication skills.
- Ability to explain complex technical problems clearly to engineers, customers, and executives.
Nice-to-haves
- Experience with hardware development, testing, measurement, validation, or related engineering environments.
- Familiarity with LabVIEW, MATLAB, MCAP, or HDF5.
Compensation & Benefits
- Base pay: $93,500–$140,000 per year.
- 100% coverage of medical, dental, and vision insurance.
- Unlimited PTO and sick leave.
- Free lunch, snacks, and coffee.
- Professional development stipend.
- In-office hardware lab with a $250 project stipend.
- Annual company retreat.
Skills
APIs, Postgres, MySQL, ClickHouse, Datadog, Python, GitHub, SQL, pandas, Labview, MATLAB, Mcap, Hdf5
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