Senior Technical Support Engineer

About the position

We’re hiring a Technical Support Engineer to help us deliver best-in-class support to both customers and internal teams. This is a deeply technical, hands-on role embedded in our Engineering org—working closely with our Support, Product, and Sales teams. You’ll operate at the intersection of customer experience and technical depth: investigating issues, improving internal tooling, and writing code to resolve bugs. When things break (and they will), you’ll help us respond quickly and thoroughly—without compromising quality.

Responsibilities

• Ensure that our customers and internal teams have the insights, tools, and fixes they need—quickly and reliably.
• Dig into our stack to identify root causes and ship code when needed.
• Help the broader team level up through better documentation, processes, and tooling.
• Learn the core product features and their primary failure modes.
• Begin triaging and reproducing technical issues in collaboration with Support.
• Adapt existing resolution strategies (runbooks) to support pre- and post-sales workflows.
• Provide targeted support to strategic customers.
• Independently diagnose and resolve technical issues reported by customers or internal teams.
• Author pull requests to fix high-priority product bugs.
• Create and update runbooks for technical triage, resolution, or sales support tasks.
• Begin building or improving internal tooling for Support, Customer Success, and Sales.
• Drive prioritization of bug fixes and tooling improvements in partnership with Product and Support.
• Regularly ship fixes and enhancements to production.
• Take ownership of support engineering workflows and continue to scale our ability to solve customer issues efficiently.

Requirements

• Have experience working in production environments with Ruby on Rails, TypeScript/TSX, and MySQL (or similar stacks).
• Are comfortable writing small-to-medium scoped PRs and navigating backend + frontend codebases.
• Understand how to trace and diagnose issues across multiple layers of the stack.
• You’re deeply empathetic—motivated by helping others succeed, whether that’s customers or your teammates.
• You’re curious and pragmatic, and not afraid to jump into messy or ambiguous problems.
• You communicate clearly and can explain technical problems to non-technical audiences.
• You work independently and prioritize well across inbound requests, bugs, and improvements.

Nice-to-haves

• You’re not just a debugger—you think in systems and bring ideas for process and tooling improvements.
• Experience using Fathom or a strong understanding of how it’s used in real workflows.
• Familiarity with AI tooling and how people use it in day-to-day work.
• Track record of building internal tooling for support, success, or sales teams.

Benefits

• The opportunity to shape the foundational software services of a growing company.
• A role that balances innovation and incremental improvement.
• A dynamic and collaborative engineering team.
• Competitive compensation and benefits.
• A supportive environment that encourages innovation and personal growth.