Product Support Engineer

Role Overview

• Investigate customer-reported issues across product workflows, integrations, and configurations
• Reproduce bugs in staging or production environments
• Read logs, inspect system behavior, and identify likely root causes
• Escalate issues to engineering with high-quality context
• Work closely with engineers to resolve issues
• Maintain troubleshooting guides, internal runbooks, and customer-facing documentation
• Take ownership of problems end-to-end

Requirements

• Supported B2B SaaS customers before (SMB or enterprise)
• Comfortable using AI to improve efficiency
• Excited to learn the ins and outs of a complex, evolving B2B product
• Curious and persistent when debugging unclear issues
• Pride in clear communication with customers
• Value ownership and follow-through over speed for speed’s sake

Benefits

• Offers Equity