Assist customers and internal team members in troubleshooting technical challenges raised via customer calls or Hubspot tickets and ensure the product and its features work as intended.
Identify features that do not work as intended and file bug reports in Jira for the product team evaluation and prioritization.
Liaise internally with various Engineering sub-teams, when necessary, based on technical challenges and support cases.
Link bug and feature request tickets logged in Jira to Hubspot tickets and communicate back to Ticketing Services when related items are worked on and released/fixed by the Development team.
Collaborate with Product / Ticketing Services on process for tracking support-related bugs and feature requests
logging and prioritization.
Contribute actively to Product / Ticketing Services knowledge bases and other product-related and technical documentation.
Develop flowcharts, layouts, and/or documentation to identify requirements and propose solutions.
Work closely with customers and cross-functional departments to communicate API and integration capabilities of the system.

Bachelor’s degree in Computer Science, Engineering, or related field.
At least 2 years of software engineering or development experience and/or previous experience in a technical customer support role.
Hands-on experience with ability to read, interpret, and summarize C#, Javascript, CSS, and SQL.
Proven experience with Google Analytics and Google Tag Manager for tracking and data layer implementation, along with proficiency in custom CSS for front-end styling and customization.
Hands-on experience reading system telemetry: logs, dashboards, and monitors.
Experience with cloud-based infrastructure, DNS, networking, storage, logging, and monitoring tools is a plus.
Understanding of software development and testing methodologies and deployment practices is a plus.

100% of premium paid for medical, dental and vision benefits for employee and dependents, with an HSA-eligible option (with a $1,000 employer contribution for 2026)
Company-paid life insurance
Traditional and Roth 401k plans
Paid parental leave
Learning & development opportunities with company reimbursement for eligible educational expenses
Working abroad opportunities
Volunteer days off
Flexible scheduling
Up to $300 reimbursement for initial equipment to set up hybrid work environment
Generous PTO and holiday schedule

Customer Support Engineer

Key skills