Technical Support Engineer

Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. As a Technical Support Engineer, you will provide high-quality support to customers, troubleshoot technical issues, and assist with integrating Merge into customer products, working closely with engineering and platform teams.

Responsibilities:

• Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings
• Troubleshoot technical issues and drive creative solutions to customers in a timely manner
• Contribute to establishing and maintaining the integration of Merge into our customers’ product
• Partner with Engineering, Product and Customer Success teams to resolve incidents and advocate for feature requests
• Create and maintain help center guides, runbooks, and internal notes to strengthen our knowledge base
• Help lay the foundation for a successful and rapidly growing support engineering team!
• Take part in an overnight on-call rotation for critical incidents about once every six weeks

Requirements:

• 2+ years of experience in technical support, customer facing engineering, or solutions engineering roles
• Computer science background or other technical/quantitative orientation
• Excellent verbal and written communication skills
• Strong work ethic, a customer-first mindset, goal-oriented approach, and great attention to detail
• Strong problem-solving skills; experience with scripting for debugging and one-off analyses is a plus
• Take part in an overnight on-call rotation for critical incidents about once every six weeks
• Prior startup experience is a plus