Support Engineer

Remote, United States. Entry to mid level. Reports to the Head of Solutions. About the Role Support Engineers keep our customers running. You're on the front line of the queue: you triage, diagnose, and resolve the day-to-day issues that come in from our direct customers and from the partner support teams behind our ecosystems. When you're on top of the queue, the rest of Solutions can stay focused on getting new customers live. Some accounts will have you as their dedicated support engineer: the named person who knows their setup, their history, and their people, and the first one they reach when something breaks. This is an operations role. Your scoreboard is response and resolution time against our SLAs, CSAT, the share of tickets an agent handles first, and how few issues come back. Expect about 80% of your week to be reactive and 20% building: articles, Academy content, automations, and agents that make the next ticket easier. Our support is AI-first. Agents take the first pass on every ticket and hand off when they aren't confident. You handle what they can't, and you make them better every week. This role is built for growth. Many of the people on our team started close to the customer and grew into Solutions Engineering, and we expect the right person here to do the same. What You'll Do Own the queue. Work tickets by urgency, worker and customer impact, contractual SLA, and engagement tier. Every request lands in the shared intake with an owner, a next action, and an update time. You keep ownership when another team or company has to help. Diagnose and resolve technical issues. Investigate configuration, APIs, integrations, logs, and data mappings. Separate customer setup problems from product defects, test the fix, confirm recovery, and give Engineering an escalation they can act on without a follow-up call. Be the named support contact for your accounts. Know each dedicated account's configuration, open issues, and people. When you spot risk or an opportunity in the tickets, flag it to the account's owner early. Run compliance operations. Handle I-9 and E-Verify recovery, reverification, MOU and web services setup, and USCIS notice remediation. Turn Compliance-approved guidance into customer operations, and bring in Compliance before risk exceeds your authority. Back our partners' support teams. Be Tier 2 and 3 for partner support teams, coach them through real problems, and improve the troubleshooting guides they rely on. Route partner-customer...

Summary and match are AI-generated; verify details on the original posting.

Listed via Himalayas. All sources