Technical Support Engineer

LinearB • Boston, MA

8d • Hybrid

About The Position

Reporting to our Technical Support Lead, as a Technical Support Engineer, you will be responsible for owning the identification, diagnosis, and resolution of complex customer incidents and acting as a primary escalation point, leveraging excellent and prompt communications with our customers. This role will lead cross-functional partnerships to drive technical improvements and mentor junior team members within our hyper-growth start-up.

Requirements

• 4+ years of practical experience in a technical support role, serving as a primary point of escalation, or equivalent technical expertise.
• Excellent communication skills, both written and verbal, capable of managing complex, high-stakes customer conversations.
• Proven expertise in effectively triaging, troubleshooting, and resolving complex technical issues at a deep, root-cause level.
• Mastery of concepts and tools, including SQL, logging tools (LogRocket, Datadog, etc.), APIs, and SSO configuration.
• Expertise using Zendesk and Jira to manage and streamline support workflows.

Nice To Haves

• Preferred: deep understanding of the software development lifecycle, git, and project management tools.
• Highly Preferred: proven comfort in reading/debugging code in Python, Node.js, Typescript, and React.

Responsibilities

• Own the resolution of high-priority, escalated, and complex customer incidents, minimizing customer downtime.
• Serve as the subject matter expert (SME) for deep-dive technical troubleshooting across the LinearB UI and backend—including independent review and analysis of our database and logs.
• Communicate in a friendly and thorough way with our geographically diverse customer base.
• Lead the definition and implementation of advanced documentation and escalation standards to ensure rapid and high-quality handoffs to the engineering team.
• Drive strategic cross-functional partnerships with the Product and Engineering teams to advocate for customer needs and influence product improvements.
• Proactively identify, define, and implement new processes, tools, and best practices to dramatically increase the efficiency and quality of the entire support team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees