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Support Engineer

Support Engineer

New
B
BoulevardSaaS, self-care
Remote - USAFull-TimeMiddle
SalaryFor candidates in NYC, the SF Bay Area, and Seattle, the anticipated base salary range is $122,000 - $165,000 per year. For all other U.S. locations, the anticipated base salary range is $113,000 - $153,000 per year. In addition to this base compensation, this role may be eligible to participate in a variable compensation program.
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Job Details

Experience
4+ years in technical support, solutions engineering, or a customer-facing engineering role at a fast-paced SaaS company.
Required Skills
PythonSQLJavascriptRESTful APIsDebuggingPostman

Requirements

  • Have 4+ years of experience in technical support, solutions engineering, or a customer-facing engineering role at a fast-paced SaaS company.
  • Bring deep working knowledge of SQL, APIs (REST, cURL, Postman), logs, and debugging methods.
  • Be comfortable building and maintaining internal tools or scripts in Python, JavaScript, or similar.
  • Own a technical area or system end to end, including escalations, documentation, and cross-functional collaboration.
  • Be comfortable with sprint planning and engineering rituals, and turn supportability concerns into actionable input for engineers.
  • Spot patterns across incidents, anticipate risk, and drive preventative improvements.
  • Use sound judgment on high-impact decisions based on customer impact, risk, and business needs.
  • Explain complex technical concepts clearly to customers, support teams, engineering, and stakeholders, and mentor others.
  • A bachelor’s degree in Computer Science, IT, or a related field is preferred; equivalent professional experience will be considered.
  • Strong familiarity with POS systems, payments, or hardware-integrated platforms is highly preferred.

Responsibilities

  • Take on top-tier technical escalations and see them through to resolution.
  • Respond to developer support requests for help with the API and developer environment.
  • Partner with Support, Success, Onboarding, and Engineering in Slack and weekly meetings to improve customer experiences and product quality.
  • Join the development cycle and flag supportability issues before features ship.
  • Become the go-to expert for specific domains across the platform.
  • Build tools, scripts, and automations that expand what the CX team can solve for customers.
  • Create internal tools that help Product Support scale without pulling in Engineering on every issue.
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For candidates in NYC, the SF Bay Area, and Seattle, the anticipated base salary range is $122,000 - $165,000 per year. For all other U.S. locations, the anticipated base salary range is $113,000 - $153,000 per year. In addition to this base compensation, this role may be eligible to participate in a variable compensation program.
Apply Now