Product Support Engineer

Vizcom

1d•$140,000 - $160,000•Hybrid

About The Position

In the role of Product Support Engineer, you will bridge the gap between our customers, our customer success team, and our engineering organization. You will work directly with users to diagnose, troubleshoot, and resolve complex technical issues while developing a deep structural understanding of Vizcom’s product and infrastructure. This isn't a passive ticketing role. You will combine sharp software engineering skills with empathetic communication to investigate root causes and, where possible, implement solutions directly in the codebase. For deeper architectural changes, you will partner closely with core Engineering to ensure swift resolution.

Requirements

3–5+ years in Product Support Engineering, Technical Support, Solutions Engineering, or a highly technical, customer-facing software role.
Strong coding skills in at least one modern programming language—ideally JavaScript/TypeScript or Python.
Deep experience debugging web applications, authentication flows (SAML/OIDC), networking protocols, and cloud-based software architectures.
Proficiency in using browser developer tools, server logs (e.g., Datadog, LogRocket), SQL, and other monitoring tools to pinpoint root causes.
Experience navigating modern support and engineering ecosystems (e.g., Intercom, Linear, GitHub).
Exceptional written communication. You can explain complex infrastructure bugs to a non-technical designer, and conversely, translate creative workflows into technical specifications for engineers.
Authentic empathy for creative professionals and excitement about the future of AI-driven design tools.

Responsibilities

Investigate & Resolve: Troubleshoot, reproduce, and resolve complex product and workflow issues escalated via chat, email, and community channels.
Ship Code: Write code, submit pull requests (PRs), and make direct changes to the codebase to fix customer bugs, improve error handling, and prevent recurring pain points in coordination with the Engineering team.
Build Internal Tooling: Design and build lightweight scripts, internal dashboards, and automations to optimize Customer Success operations and empower the team to scale.
Bridge the Gap: Translate vague customer complaints into highly detailed, actionable engineering tickets with clear reproduction steps, logs, and technical context.
On-Call & Incident Management: Be a thoughtful partner during critical, high-severity production incidents, collaborating with DevOps and Core Engineering on communications, monitoring, debugging and assessing customer impact
Define Metrics & SLAs: Track, analyze, and report on support engineering metrics (e.g., time-to-resolution, escalation rates) to continually improve team efficiency and product health.
Advocate for the User: Analyze recurring technical issues to identify systemic product flaws and share data-driven insights with Product and Engineering to influence our roadmap.
Manage Infrastructure & Security: Assist enterprise clients with setting up and debugging SSO, authentication, networking configurations, CORS issues, and integration workflows.
Onboarding & Mentorship: Help onboard new technical support team members and establish engineering-backed training programs to elevate the broader tier-1 support team's technical capabilities.
Knowledge Sharing: Author internal technical documentation, troubleshooting playbooks, and external knowledge base articles to scale self-service resolution.