Product Support Engineer

New

VizcomAI Design Tools

Remote in the U.S.Full-TimeMiddle

Salary$140,000 - $160,000 USD annually

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Job Details

3–5+ years of experience in Product Support Engineering, Technical Support, Solutions Engineering, or a highly technical, customer-facing software role.
Strong coding skills in at least one modern programming language (ideally JavaScript/TypeScript or Python).
Deep experience debugging web applications, authentication flows (SAML/OIDC), networking protocols, and cloud-based software architectures.
Proficiency with browser developer tools, server logs (e.g., Datadog, LogRocket), and SQL.
Experience navigating modern support and engineering ecosystems (e.g., Intercom, Linear, GitHub).
Exceptional written communication skills with the ability to explain complex issues to non-technical users.
Authentic empathy for creative professionals and interest in AI-driven design tools.

Troubleshoot, reproduce, and resolve complex product and workflow issues via chat, email, and community channels.
Write code, submit pull requests, and implement direct codebase fixes to resolve bugs and improve error handling.
Design and build internal dashboards, scripts, and automations to optimize support operations.
Translate customer complaints into detailed technical tickets with reproduction steps, logs, and context.
Participate in on-call rotations and incident management, collaborating with DevOps and Engineering.
Track and analyze support engineering metrics to report on team efficiency and product health.
Identify systemic product flaws through recurring technical issues to influence the product roadmap.
Assist enterprise clients with SSO, authentication, networking, and integration configurations.
Mentor technical support staff and create training programs and internal technical documentation.

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