We are looking for a Support Engineer to deliver world-class technical support to developers using our backend platform. In this role, you will assist users with technical questions, troubleshoot issues, and guide developers through implementing and optimizing our platform in their applications. The position involves interacting with developers across multiple channels and ensuring they receive timely and helpful solutions.
As part of the globally distributed support team, you will work closely with product, engineering, and growth teams to resolve issues efficiently and improve the overall developer experience. You will also help identify opportunities to improve documentation, build internal support tools, and contribute to creating better workflows that reduce support friction for developers.
Responsibilities
– Provide timely responses to support cases including technical issues, billing queries, and pre-sales questions
– Troubleshoot developer issues and guide users through implementation and optimization of services
– Triage support requests and direct users to documentation, code examples, or relevant resources
– Monitor developer feedback channels such as GitHub Issues and Discussions
– Reproduce reported issues and create test cases to help resolve bugs
– Collaborate with engineering and product teams to escalate complex problems
– Identify opportunities to improve internal support tools and workflows
– Maintain strong communication with developers to ensure successful issue resolution
– Work effectively with distributed teams across different time zones
Perks
– Fully remote work environment with a globally distributed team
– Employee Stock Ownership Plan (ESOP) so every team member shares in the company’s success
– Tech allowance to set up your ideal workspace
– Comprehensive health insurance, covering 100% for employees and 80% for dependents
– Annual global off-sites for team collaboration and connection
– Flexible asynchronous work culture with autonomy over your schedule
– Annual learning and professional development allowance
– Access to co-working spaces through WeWork membership or allowance
