About The Position
We are looking for a Technical Support Engineer who combines strong technical depth with a natural ability to communicate clearly and empathetically. This role is within the SpringWater team, specifically at an acquired company in the affiliate marketing software space. The company is a small but mighty international team with a goal to turn a strong SaaS product into a growth machine. The ideal candidate is technically sharp, customer-obsessed, and understands that great customer experience is a growth driver. This is not a typical support role; you will use JavaScript and HTML skills daily to troubleshoot integrations, guide users through technical setups, and collaborate to improve the user experience. Support is a strategic function, and you will be at the center of it.
Requirements
- 1+ years of experience in a customer facing technical role, preferably at a SaaS company.
- Proficiency in JavaScript, HTML, and CSS is required.
- Good understanding of REST APIs and the ability to debug integration issues using browser developer tools.
- Fluent written and spoken English - clear, professional, and warm in tone.
- Tech-savvy with the ability to quickly grasp complex user flows and work confidently across different software applications and environments.
- Self-directed, reliable, and proactive - someone who identifies problems and acts on them without waiting to be asked.
Nice To Haves
- Familiarity with affiliate marketing, billing platforms, or subscription SaaS workflows.
- 1-2 years experience with React or Vue.
- Ruby/Rails or other server-side experience.
- Experience with Intercom.
Responsibilities
- Troubleshoot integration issues, debug tracking and API problems, and review customer implementations directly to guide users through complex technical setups.
- Develop and maintain integrations with third-party platforms, ensuring reliable connectivity and a seamless experience for customers across different tech stacks.
- Keep the help center, API docs, and integration guides accurate, comprehensive, and easy to use - including written articles, tutorials, and video walkthroughs.
- Respond to customer inquiries via chat and email with clarity and empathy, jump on calls or screenshares when a problem needs a deeper look, and occasionally reach out to new customers to help them get started with the product.
- Continuously deepen your knowledge of FirstPromoter and the broader affiliate and referral marketing space, so customers always have a reliable, knowledgeable expert to turn to.
- Share structured customer feedback with product and development teams.
- Collaborate with engineers and customer success on shared priorities.
Benefits
- High-impact ownership in a small team working closely with leadership - your work is visible, directly shapes growth.
- Influence decisions and priorities, not just execute tasks.
- High autonomy over your domain, with the trust and resources to execute well.
- Remote-first setup - work where and how you’re most effective.
- Real room to grow, with a learning budget to improve execution.
- Flat structure: Direct access to decision-makers, and the ability to influence direction without layers of approval.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
