Support Engineer
New
O
OnboardedHR compliance
Remote, United States.Full-TimeEntry
SalaryCompetitive salary and equity in a fast-growing startup
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Job Details
- Required Skills
- SQLRESTful APIs
Requirements
- Have experience in a support queue, help desk, customer operations role, or a closely related area.
- Be able to explain support problems you owned from diagnosis through recovery and prevention.
- Show evidence of completed work, such as a project, GitHub repository, adopted tool, or organization or business you started.
- Have built an AI agent, automation, tool, or workflow that performed meaningful work and saved time; be able to explain what failed and how you checked its output.
- Be comfortable with APIs, logs, data mappings, and spreadsheets or SQL, or demonstrate the ability to learn these quickly.
- Write actionable updates and set expectations without overpromising.
- Be willing to adapt to changing priorities and act on feedback.
- Provide occasional after-hours coverage for escalations.
- HR operations or compliance experience, including staffing, high-volume hiring, I-9, E-Verify, or payroll, is a plus.
Responsibilities
- Triage and resolve tickets according to urgency, customer impact, contractual SLAs, and engagement tier.
- Investigate configuration, APIs, integrations, logs, and data mappings; test fixes and confirm recovery.
- Prepare actionable escalations for Engineering and retain ticket ownership when other teams or companies need to help.
- Serve as the named support contact for dedicated accounts and flag risks or opportunities to account owners.
- Handle I-9 and E-Verify recovery, reverification, MOU and web services setup, and USCIS notice remediation using Compliance-approved guidance.
- Provide Tier 2 and 3 support to partner teams, coach them through issues, and improve their troubleshooting guides.
- Resolve tactical customer issues during go-lives so implementation staff can focus on the build.
- Use and improve AI agents and automation for triage, investigations, reporting, and customer communication; verify output and measure its effect on quality and effort.
- Keep help articles, Academy content, and runbooks current, and turn repeat tickets into guidance, automation, or evidence-backed product requests.
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