Support Engineer - Remote

Overview

Zed is a next-generation code editor that's engineered from scratch in Rust to be fast, elegant, and collaborative. We’re looking for a Support Engineer who can be the first point of contact for users across key channels, whether it’s helping troubleshoot a bug in GitHub, clarifying account or billing questions in email, or guiding someone through their first steps in Zed in Discord.

In Short

• Be the first responder for users via email, Discord, GitHub Issues.
• Triage incoming requests: categorize issues and prioritize based on urgency.
• Reproduce reported technical issues and gather logs for engineers.
• Maintain and improve documentation for user self-service.
• Triage GitHub issues to ensure they have good reproduction steps.
• Identify common patterns in support tickets to reduce recurring issues.
• Act as a user advocate, ensuring user feedback influences improvements.

Requirements

• Profound user focus and drive to help users succeed.
• Excellent written communication skills.
• Technical fluency to reproduce bugs and understand workflows.
• Experience with support in a technical context is valued.
• Comfortable navigating and responding across platforms.
• Self-starter able to work with ambiguity and take ownership.

Benefits

• Opportunity to work in a collaborative environment.
• Engagement with a community of developers.
• Chance to influence product development through user feedback.