Customer Support Engineer
New
T
TheyDoB2B SaaS
Remote USA - East CoastFull-TimeMiddle
Salary$130K - $150K; $130K – $150K • Offers Equity
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Job Details
- Required Skills
- RESTful APIsTechnical support
Requirements
- Proven experience in a technical customer-facing role at a B2B SaaS company (support engineering, implementation, or technical onboarding).
- Strong automation instinct with a track record of building tools to eliminate recurring manual tasks.
- Hands-on experience with SSO protocols, specifically SAML, OIDC, and SCIM.
- Proficiency in web fundamentals including browser dev tools, APIs, and client-server application architecture.
- Excellent written communication skills for documentation and bug reporting.
- Ability to work autonomously and prioritize effectively in a regional support capacity.
- Experience with Intercom, Linear, Salesforce, Vitally, or AI-assisted development tools (Cursor, Claude Code) is highly desirable.
- Ability to build internal scripts or utilities to bridge system gaps.
Responsibilities
- Manage the end-to-end resolution of customer technical issues, from initial report to final resolution.
- Reproduce bugs using browser dev tools, logs, and API calls, and file detailed reports for the engineering team.
- Facilitate technical onboarding, SSO/SCIM setups, and integration activations for customers.
- Develop and maintain AI-powered support workflows and automation utilities to scale support operations.
- Train and improve the AI support agent and internal documentation to empower customer self-service.
- Own support SLAs, reporting, and the integration of support systems like Intercom, Salesforce, and Vitally.
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