Serve as a primary technical point of contact for enterprise customers.
Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations).
Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues.
Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs.
Identify patterns in support cases and proactively recommend product or process improvements.
Draft clear, executive-ready communications during escalations or incident scenarios.
File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate.
Contribute to and elevate internal and external documentation.

You have significant experience supporting enterprise or high-growth SaaS customers.
You remain calm and structured during high-priority or time-sensitive situations.
You can confidently say “no” or reset expectations while preserving trust.
You communicate complex technical concepts clearly to both technical and non-technical audiences.
APIs and API debugging
Swagger / OpenAPI specifications
OAuth, SAML, and SSO authentication flows
Git and CI/CD troubleshooting
Front-end technologies (HTML, CSS, JavaScript)
Markdown
Chrome Developer Tools
CLI environments
npm packages and modern JavaScript ecosystems
Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows
with strong judgment and verification
Diagnosing performance, configuration, and integration issues
You have a structured investigation and root-cause analysis process.
You follow through on every issue and ensure closure.
You identify recurring friction points and advocate for systemic improvements.
You’re proactive, detail-oriented, and accountable.
You understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level.

Unlimited PTO with a three-week minimum. 🏖️
Fully covered medical, dental, and vision insurance for you, and 100% for your dependents. 🩺
A One Medical membership. 🧑‍⚕️
A gym or fitness stipend of up to $150 per month. 🏋️‍♀️
One-to-one donation matching of up to $1,000 per year. 💸
Twelve weeks of paid parental leave after the birth or adoption of a child. 🐣
Hybrid work. 🏠
Three offsite retreats per year to get together with coworkers and plan for the quarter ahead. ✈️
Take a look at our handbook for more information on our benefits! 📘

Enterprise Support Engineer

Key skills