Support Engineer

Envoy • Austin, TX

1d • $94,000 - $102,000 • Hybrid

About The Position

As a Support Engineer at Envoy, your core mission is to identify and solve intricate technical challenges that our customers and support teams face. In this role, you will take ownership of technical projects from inception to completion— scoping requirements, allocating resources, and keeping stakeholders informed on progress. You will leverage a deep understanding of Envoy’s products and codebase (especially our Integrations and dev APIs) to troubleshoot issues, streamline processes, and improve tooling for both internal teams and external developers. Half of your focus will be on project-related initiatives, while the other half will center on queue management and real-time customer support. Success in this role means balancing both, driving key projects forward, and serving as a trusted technical resource and partner within Support Engineering.

Requirements

• 2-3 years of full-stack software development experience in Java, JavaScript, Python, or TypeScript.
• 3-4 years of API-specific experience with HTTPS requests and Webhooks.
• 5+ years of experience with SQL, including writing complex queries and performing advanced data manipulation.
• 5+ years of general support and customer-facing experience, ideally in a technical or SaaS environment.
• Demonstrated ability to scope and execute projects—from requirements gathering through resource planning, stakeholder communication, and final delivery.

Responsibilities

• Own and drive projects: Independently manage the full project lifecycle, including scoping, requirement gathering, resource allocation, and stakeholder updates.
• Serve as an API expert: Become the primary go-to person for Envoy’s developer APIs—ensuring smooth deployments, writing or updating documentation, and addressing any technical escalations.
• Manage inbound developer support: Triage developer inquiries, debug complex integrations, and escalate issues to Engineering teams when necessary.
• Lead collaboration: Work alongside customers, developers, solutions engineers, and support staff to resolve complex challenges and continuously improve the customer experience.
• Translate technical insights: Communicate complex technical issues in clear, actionable terms for leadership, bridging gaps among customers, developers, and product teams.
• Drive platform stability: Collaborate with Product & Engineering to identify, prioritize, and resolve issues impacting Envoy’s developer platform.
• Suggest data-driven improvements: Use metrics and feedback to propose tooling enhancements and identify underlying problems to be addressed by Engineering and other cross-functional teams.
• Optimize internal tooling: Deploy and refine configurations for platforms like Intercom, Salesforce, Retool, Maestro, and Zapier to improve efficiency and streamline support workflows.
• Assist with major incidents: Provide technical leadership during high-severity P0 incidents, working diligently to minimize disruption and ensure swift recovery.

What This Job Offers

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