Product Support Engineer
New
Fully remote work across the United States and Canada.Full-TimeMiddle
Salary75,000 - 122,000 USD per year
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Job Details
- Required Skills
- RESTful APIsScripting
Requirements
- Strong technical background with experience in software troubleshooting, APIs, integrations, and system debugging.
- Solid understanding of internet protocols, web technologies, and data flows across systems.
- Excellent communication skills with the ability to explain complex technical concepts to non-technical users.
- Customer-focused mindset with a strong commitment to delivering high-quality support experiences.
- Experience working with logs, code-level debugging, or automation/scripting is highly valued.
- Strong collaboration skills with the ability to work effectively with engineering and cross-functional teams.
- Highly detail-oriented with strong documentation and problem-solving abilities.
- Adaptable and comfortable working in fast-paced, evolving technical environments.
Responsibilities
- Investigate, diagnose, and resolve complex technical issues related to product functionality, APIs, integrations, and data flows.
- Provide high-quality customer support, ensuring clear communication, fast resolution, and a strong overall customer experience.
- Leverage deep technical understanding of integrations and system architecture to troubleshoot advanced customer problems.
- Collaborate closely with engineering teams to escalate bugs, share insights, and contribute to product improvements.
- Identify recurring issues and patterns in customer inquiries to inform product enhancements and support process optimization.
- Create and maintain clear, detailed technical documentation, including troubleshooting guides and internal knowledge resources.
- Contribute to support enablement by sharing technical expertise and improving team-wide understanding of the platform.
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