Support Engineer - Remote

Overview

As our founding Support Engineer, you'll be the first line of defense in helping our customers succeed with Clarify. You'll own the technical support experience — from resolving urgent issues to proactively identifying opportunities to improve customer satisfaction and product adoption.

In Short

• Provide exceptional first-line support, ensuring fast resolution of customer issues while maintaining high satisfaction scores.
• Troubleshoot technical problems with our engineering team, working with APIs, integrations, and complex workflows to diagnose and resolve issues.
• Document and escalate bugs to our engineering team, collaborating closely until resolution and ensuring customers stay informed throughout the process.
• Build and maintain our support infrastructure, including help documentation, troubleshooting guides, and self-service resources to help customers find answers quickly.
• Act as the voice of the customer internally, collecting feedback and working with product and engineering teams to influence our roadmap and improve user experience.
• Develop support processes and metrics to help us scale effectively, including SLA management, response time optimization, and satisfaction tracking.

Requirements

• 3+ years of technical support experience at a B2B SaaS company, with a track record of solving complex customer issues.
• Customer-first mindset with high empathy and patience, you thrive on helping users understand our product and get more value from Clarify.
• Strong technical aptitude with experience in troubleshooting APIs, integrations, and technical product issues.
• A self-starter who thrives in a fast-moving, high-ownership environment.
• Strong communicator and relationship builder with a customer-first mindset.
• Passionate about AI, automation, and improving sales/customer workflows.
• Bonus: Familiarity with CRM tools, AI products, or sales automation software.
• Bonus: Experience working within an early-stage startup.

Benefits

• Opportunity to shape the support processes from the ground up.
• Work closely with co-founders and influence product development.
• Be part of a fast-paced and innovative startup environment.