Customer Support Engineer (Remote - ET)

TixTrack•New York, NY

8d•$70,000 - $85,000•Remote

About The Position

The Customer Support Engineer provides the first line of engineering and technical support after traditional customer support channels are unable to resolve a production system issue or technical question. This role serves as the gatekeeper between Ticketing Services team members collaborating directly with customers and the Engineering / Product teams to improve both customer relationships and the Nliven product. This position reports directly to the VP of Customer Experience. This position is full-time and fully remote. Candidates are preferred to be located in the Eastern timezone, ideally in New York, Connecticut, or New Jersey. We will also consider candidates in Florida, Virginia, North Carolina, South Carolina, as well as these Central timezone states: Louisiana, Wisconsin, Minnesota, and Texas. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office. You bring a strong technical foundation and can comfortably read and interpret code (C#, JavaScript, SQL, CSS), using that knowledge to troubleshoot complex production issues and clearly communicate findings to both technical and non-technical audiences. You are naturally curious and analytical, with a proven ability to diagnose issues using logs, telemetry, and system behavior, and you take ownership of problems through to resolution. You thrive in a cross-functional environment, partnering effectively with Customer Experience, Product, and Engineering teams to translate real-world customer challenges into actionable insights, bug reports, and product improvements. You are highly organized and detail-oriented, able to manage multiple priorities while maintaining a strong customer-first mindset and contributing to documentation, knowledge bases, and scalable support processes.

Requirements

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.
Strong oral and written communication skills.
Ability to work independently and manage multiple projects and deadlines.
Possess strong analytical and problem-solving skills.
Ability to troubleshoot and use deductive reasoning to solve difficult production issues.
Possess a strong resolve to see long-running tasks through from inception to resolution.
Strong customer service skills.
Excellent organizational skills with high attention to detail.

Nice To Haves

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.

Responsibilities

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.

Benefits

Base annual salary range of $70,000 to $85,000, commensurate with experience
Eligibility for annual bonus based on performance and company success
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
Remote work environment