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. The Technical Support Engineer will also contribute to the company's FAQs and interact with the developer community.

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

• Competitive salary and equity package
• Comprehensive medical, dental, and vision insurance
• Vaccination reimbursement
• Unlimited PTO
• Complimentary meals for designated days
• Well-stocked drinks and snacks
• Game room
• Ergonomic workstations
• Fitness-related reimbursements
• Home office set-up reimbursement
• Internet reimbursement
• Book reimbursements for professional development
• Training platform for continued learning and education
• Donation-matching program