Product Support Engineer

The job overview for this position is that Postman is seeking a Technical Support Engineer to join their team and provide excellent service for their global SaaS company. The role involves engaging with customers, both technical and non-technical, on a personal level and resolving customer issues related to the Postman platform. Familiarity with key languages like JavaScript, Node.js, and PHP is valued, but applicants from diverse backgrounds are welcome to apply. The successful candidate will be responsible for becoming a technical expert, troubleshooting customer issues, collaborating with different teams, and achieving key metrics related to customer satisfaction.

Becoming a technical expert on the Postman platform

Taking ownership of customer reported issues and seeing problems through to resolution

Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues

Working with engineering, product, and customer teams to ensure speedy resolution

Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users

Contributing to our FAQs, which serve as our customer’s knowledge base

Interacting with Postman's developer community of 15 million+ via our support channels, our public Github issue tracker and the community

Achieving key metrics around CSAT, responsiveness, and # of iterations to a successful resolution

• 2+ years of experience doing technical product support for a modern / SaaS product
• Previous experience with API Development / SaaS products
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
• Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
• Able to work asynchronously with a globally-distributed team
• Familiarity with support platforms like Jira, Github, and Confluence

• Hybrid role based in either New York City or Boston
• Reasonably estimated OTE (On-Target Earnings) ranging from $78,604.60 to $149,500.00
• Competitive equity package
• Full medical coverage
• Flexible PTO (Paid Time Off)
• Wellness reimbursement
• Monthly lunch stipend
• Equal Employment Opportunity and Affirmative Action Employer
• No discrimination based on race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.