Support Engineer

Responsibilities

• Own and drive projects: Independently manage the full project lifecycle, including scoping, requirement gathering, resource allocation, and stakeholder updates.
• Serve as an API expert: Become the primary go-to person for Envoy’s developer APIs—ensuring smooth deployments, writing or updating documentation, and addressing any technical escalations.
• Manage inbound developer support: Triage developer inquiries, debug complex integrations, and escalate issues to Engineering teams when necessary.
• Lead collaboration: Work alongside customers, developers, solutions engineers, and support staff to resolve complex challenges and continuously improve the customer experience.
• Translate technical insights: Communicate complex technical issues in clear, actionable terms for leadership, bridging gaps among customers, developers, and product teams.
• Drive platform stability: Collaborate with Product & Engineering to identify, prioritize, and resolve issues impacting Envoy’s developer platform.
• Suggest data-driven improvements: Use metrics and feedback to propose tooling enhancements and identify underlying problems to be addressed by Engineering and other cross-functional teams.
• Optimize internal tooling: Deploy and refine configurations for platforms like Intercom, Salesforce, Retool, Maestro, and Zapier to improve efficiency and streamline support workflows.
• Assist with major incidents: Provide technical leadership during high-severity P0 incidents, working diligently to minimize disruption and ensure swift recovery.

Requirements

• 2-3 years of full-stack software development experience in Java, JavaScript, Python, or TypeScript.
• 3-4 years of API-specific experience with HTTPS requests and Webhooks.
• 5+ years of experience with SQL, including writing complex queries and performing advanced data manipulation.
• 5+ years of general support and customer-facing experience, ideally in a technical or SaaS environment.
• Demonstrated ability to scope and execute projects—from requirements gathering through resource planning, stakeholder communication, and final delivery.

Nice-to-Haves / Qualities

• Independent: Comfortable identifying complex issues, planning solutions, and executing tasks with minimal supervision.
• Collaborative: Skilled at working with diverse cross-functional teams, fostering a positive environment for knowledge-sharing.
• Dedicated: Driven to provide high-quality results and committed to improving processes and outcomes.
• Inquisitive: Always digging deeper into customer challenges and product behavior, with a continuous learning mindset.