Support Engineer

Compensation: $95,000–$125,000 USD

Location: San Francisco, California
Seniority: mid
Experience: 0+ years
Compensation: 95,000–125,000 USD

About the role

You will be the first point of contact when a customer hits a problem, working alongside the Customer Success team to keep incidents moving from report to resolution. This is a mid-level role on the Customer Success team, based in San Francisco, California, full-time.

Responsibilities

• Triage and resolve customer-reported issues across the support queue, escalating according to severity.

• Acknowledge escalations promptly and provide written status updates until an incident closes.

• Reproduce reported issues, distinguish product defects from configuration or usage problems, and document findings clearly.

• Work with Engineering to route confirmed defects and track them through to a fix.

• Maintain and improve internal and customer-facing documentation based on recurring issues.

• Participate in an on-call rotation for the highest-severity incidents.

Requirements

Must-haves:

• Experience in a customer-facing technical support or support engineering role, at the mid level.

• Ability to read logs, reproduce bugs, and communicate technical findings in plain language to non-technical customers.

• Comfortable working to defined incident-severity and escalation procedures.

• Clear, calm written communication under time pressure.

Nice-to-haves:

• Familiarity with SaaS support tooling (ticketing systems, log search, status pages).

• Prior experience supporting a B2B software product.

• Basic scripting or SQL for diagnosing issues.

Location and employment type

San Francisco, California. Full-time.

Responsibilities

• Triage and resolve customer-reported issues across the support queue, escalating according to severity.
• Acknowledge escalations promptly and provide written status updates until an incident closes.
• Reproduce reported issues, distinguish product defects from configuration or usage problems, and document findings clearly.
• Work with Engineering to route confirmed defects and track them through to a fix.
• Maintain and improve internal and customer-facing documentation based on recurring issues.
• Participate in an on-call rotation for the highest-severity incidents.

Requirements

• Experience in a customer-facing technical support or support engineering role.
• Ability to read logs, reproduce bugs, and communicate technical findings in plain language to non-technical customers.
• Comfortable working to defined incident-severity and escalation procedures.
• Clear, calm written communication under time pressure.

Nice to have

• Familiarity with SaaS support tooling (ticketing systems, log search, status pages).
• Prior experience supporting a B2B software product.
• Basic scripting or SQL for diagnosing issues.