Support Engineer

VibeIQ Inc.•Boston, MA

44d•Remote

About The Position

As a Support Engineer at VibeIQ, you'll be the go-to technical resource for our customers — owning issues from first contact through resolution. You'll manage support tickets, investigate issues, handle escalations, and help build the processes that keep our support operation running smoothly. As a Support Engineer, you’ll be an important part of our Customer Success team, and more importantly, you’ll become a trusted advisor to our customers and play an integral role in their value realization. This is a role for someone who thrives on solving problems, loves digging into the details, and takes pride in delivering a great customer experience — even when things get complicated.

Requirements

3–5 years of experience in a Technical Support, Support Engineering, or Application Support role at a SaaS company.
Hands-on experience managing support tickets in Zendesk or a similar platform.
Strong troubleshooting instincts — you're methodical, curious, and don't give up until you find the root cause.
Clear written communication skills; you can explain complex issues to both technical and non-technical audiences.
Ability to manage and prioritize a busy ticket queue without dropping the ball.

Nice To Haves

Experience supporting B2B SaaS enterprise customers.
Familiarity with PLM, PIM, or retail/merchandising technology platforms.
Basic understanding of APIs and web application architecture.
Experience working in a startup or fast-scaling environment.

Responsibilities

Own a high volume of inbound support tickets, managing prioritization, updates, and resolution from start to finish.
Diagnose and troubleshoot issues across VibeIQ's platform related to user workflows, product data, permissions, and configuration.
Communicate clearly and professionally with customers, providing timely updates and translating technical findings into easy-to-understand explanations.
Document solutions thoroughly and contribute to an internal knowledge base to help the team resolve recurring issues faster.
Be a voice to the customer’s sentiment and health status to internal partners.
Identify and escalate high-severity tickets appropriately, ensuring urgent issues are flagged and tracked with clear ownership and timelines.
Coordinate with Customer Success Managers during escalations to keep customers informed and confident.
Spot patterns across tickets — recurring bugs, workflow issues, configuration gaps — and surface them to the right internal stakeholders.
Follow up on resolved escalations to confirm customer satisfaction and close the loop.
Help maintain and improve support workflows and ticket processes to keep the queue organized and efficient.
Contribute to internal documentation, runbooks, and FAQs that reduce time-to-resolution across the team.
Assist in onboarding new support team members by sharing knowledge and best practices.