Technical Support Engineer - Remote

Overview

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform.

In Short

• Join the Technical Support Engineer team to create exceptional customer experiences.
• Help customers integrate Intercom into their products and diagnose issues.
• Communicate effectively with customers and own issues until resolution.
• Work with product teams to identify and solve current issues.
• Debug complex issues and build tools to increase team efficiency.
• Provide feedback to influence product direction.
• Participate in a hybrid work environment, working from the office 2 days a week.
• Focus on problem-solving and troubleshooting to empower customers.
• Contribute to team improvements and efficiency.
• Be part of a supportive and innovative team culture.

Requirements

• 1-2 years of technical support experience.
• Understanding of web development basics (HTML, JavaScript, CSS).
• Familiarity with Git, Ruby, Rails, APIs, REST API, SDKs, and Webhooks.
• Strong customer focus and communication skills.
• Problem-solving skills and ability to troubleshoot.
• Ability to take feedback and improve.
• Excitement for a constantly evolving support environment.
• Experience with KPIs or metrics.

Benefits

• Competitive salary and equity in a fast-growing start-up.
• Catered lunch every weekday and a fully stocked kitchen.
• Regular compensation reviews.
• Flexible paid time off policy.
• Healthcare stipend for private health insurance.
• Standard MacBooks provided, with Windows available for certain roles.