Support Engineer

Onboarded

5d • Remote

About The Position

Support Engineers keep customers running by triaging, diagnosing, and resolving day-to-day issues from direct customers and partner support teams. Some accounts have a dedicated Support Engineer who knows the account's setup, history, and contacts and serves as its first point of contact when issues arise.

This is an operations role measured by response and resolution times against SLAs, CSAT, the share of tickets handled by an agent on the first pass, and repeat-issue rates. The role is approximately 80% reactive support and 20% building resources such as articles, Academy content, automations, and agents. The support model is AI-first: agents take the first pass on every ticket and hand off when they lack confidence; the Support Engineer handles those cases and improves the agents over time.

The role offers a growth path for people who demonstrate ownership, including potential growth into Solutions Engineering, Deployment Strategy, Product, or other technical work. It is not a pre-sales, account management, or sales role; it does not carry a quota, include renewals or upselling, or own new customer implementations.

Requirements

• Demonstrated work or projects, such as running a queue, shipping a project, creating a GitHub repository, starting a business or organization, or building a tool adopted by others.
• Experience with a support queue, help desk, customer operations role, or a closely related area; ability to explain owned issues from diagnosis through recovery and prevention, while staying organized across multiple open items.
• A real project in which AI performs meaningful work, such as an agent, automation, tool, or workflow that saved time; ability to explain what failed and how outputs were checked.
• Demonstrated self-directed learning and follow-through, such as through personal projects, entrepreneurial ventures, GitHub projects, or organizations started or run.
• Evidence of leadership through taking charge, rallying people, or owning an outcome without being assigned it.
• Coachable and flexible, able to seek and act on feedback and adapt when priorities shift; occasional after-hours escalation coverage is part of the role.
• Technical curiosity and comfort with APIs, logs, data mappings, and spreadsheets or SQL, or demonstrated ability to learn these quickly.
• Clear written communication, including actionable updates and setting expectations without overpromising.

Nice To Haves

• Exposure to HR operations or compliance, including staffing, high-volume hiring, I-9, E-Verify, or payroll.

Responsibilities

• Own the support queue, prioritizing tickets by urgency, worker and customer impact, contractual SLA, and engagement tier; ensure each request has an owner, next action, and update time, and retain ownership when another team or company must help.
• Diagnose and resolve technical issues involving configuration, APIs, integrations, logs, and data mappings; distinguish customer setup issues from product defects, test fixes, confirm recovery, and provide actionable escalations to Engineering.
• Serve as the named support contact for dedicated accounts, maintaining knowledge of their configurations, open issues, and contacts, and flagging risks or opportunities to account owners.
• Run compliance operations, including I-9 and E-Verify recovery, reverification, MOU and web services setup, and USCIS notice remediation; translate Compliance-approved guidance into customer operations and involve Compliance when issues exceed the role's authority.
• Provide Tier 2 and Tier 3 support to partner support teams, coach them through problems, improve their troubleshooting guides, route partner-customer requests through the partner, and ensure material issues reach the right owner.
• Handle tactical issues that arise during customer go-lives so Solutions Engineers or Deployment Strategists can focus on implementation builds.
• Use agents and automation for ticket triage, investigations, reporting, and customer communication; verify outputs, retain human oversight for consequential decisions, and measure whether automation saves effort without reducing quality.
• Keep help articles, Academy content, and runbooks current, and turn recurring tickets into better guidance, automation, or evidence-backed product requests.

Benefits

• Competitive salary and equity in a fast-growing startup.
• Health, dental, vision, and retirement benefits.
• Remote-first culture with optional in-person collaboration.
• Weekly 1:1s, feedback, and coaching.
• Growth paths into Solutions Engineering, Deployment Strategy, Product, or other technical work.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed