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, and previous experience with API Development/SaaS products is preferred. The company welcomes applicants from diverse backgrounds, even those without customer-facing experience.

• 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.