Technical Support Engineer

Summize•Boston, MA

1d•$60,000 - $80,000•Onsite

About The Position

As a Technical Support Engineer, you will be a key technical point of contact within our Global Support Team. You will own customer issues end-to-end, dig into code and API-level problems, and help deliver consistently high-quality service to every customer. This is a hands-on technical role ideal for someone early in their career who enjoys solving technical problems, learning quickly, and growing into deeper technical ownership over time.

Requirements

Some previous technical support, QA, or similar customer-facing technical experience (within SaaS or enterprise software is preferred) however strong recent graduates with solid technical fundamentals are also welcome to apply.
Familiarity with REST APIs and tools such as Postman or Curl for testing and debugging requests.
Strong analytical and problem-solving skills, with the ability to break down technical challenges.
Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, user-friendly guidance.
Customer-centric mindset with a passion for delivering exceptional experiences.

Nice To Haves

Familiarity with tools such as HubSpot, Azure DevOps, HaloCRM, or similar systems is desirable.

Responsibilities

Own and resolve a high volume of support tickets across multiple channels, meeting or exceeding SLAs for response and resolution.
Troubleshoot and diagnose technical issues, including configuration, integrations, and product behavior.
Represent the Summize Support Team, delivering gold standard customer service and acting as an extension of Customer Success, Implementation, and Development.
Escalate complex issues with clear, well-documented context when needed.
Investigate issues hands-on - reading logs, reproducing bugs, and debugging problems at the code and API level.
Recreate complex issues, documenting clear reproduction steps and providing high-quality data to the Development team.
Partner with Development to verify bug fixes and test new features, ensuring product reliability and quality.
Use tools such as Postman or curl to test and troubleshoot API requests.
Build product and technical knowledge quickly, learning from senior engineers and applying best practices.
Share useful findings and contribute to a culture of learning, quality, and continuous improvement.
Help onboard and support peers as you grow in the role.
Create and maintain help articles, FAQs, troubleshooting guides, and self-service support content.
Spot recurring issues and surface trends to product and engineering to help reduce future ticket volume.
Contribute ideas that drive support efficiency, scalability, and customer satisfaction.

Benefits

26 days’ vacation plus flexible public holidays (increasing by one day per year of service, up to 30 days)
Private healthcare, dental and vision insurance
Employee Retirement Plan (401k) with matching
Group Life Insurance benefit
Access to discounts on travel, electronics, fashion, fitness, and more
Rich learning and development opportunities supported through our Growth Mindset Fund
Seaport-based offices with fantastic perks, including a fully stocked fridge, soft drinks and snacks
Work from anywhere policy following one year of employment
Employee share option scheme
Regular social activities and events
The opportunity to be part of one of Boston’s most exciting tech scale-ups