Technical Support Engineer - Remote

Overview

As a Technical Support Engineer, you’ll be the front line of customer experience for our Workforce Management (WFM) and Support AI product lines, working directly with customers over email and Slack to troubleshoot complex issues, replicate bugs, and guide them through product adoption.

In Short

• Delight our customers by creating exceptional experiences when they need help.
• Develop deep expertise in AI and WFM products.
• Diagnose and resolve issues, analyze logs, and write test cases.
• Write scripts and queries to unblock customers.
• Represent the customer voice to guide product priorities.
• Build internal tools and document processes for support operations.

Requirements

• 2+ years in a technical customer-facing role at a SaaS company.
• CS degree or equivalent, or completed a coding bootcamp.
• Proficient in SQL, APIs, and integrations.
• Familiarity with at least one programming language (e.g., Python, JavaScript).
• Strong technical troubleshooting skills.
• Excellent written and verbal communication skills.
• Customer empathy and patience.
• Persistence, resourcefulness, and a growth mindset.
• Dependable and team-oriented, available 9am–6pm PT.

Benefits

• Generous medical, dental, and vision benefits.
• Paid company holidays, sick time, and unlimited time off.
• Monthly credits for professional development and wellness.
• Paid parental leave.
• Hybrid work model with catered lunches and snacks.
• 401(k) plan enrollment.