Technical Support Engineer
About The Position
Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. Our platform offers three core products: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools, and Merge Gateway, the control plane for running AI in production. Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance. Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product. As a Technical Support Engineer, you will play a critical role in helping customers successfully build on Merge. You will work directly with customers and prospects to troubleshoot technical issues, guide them through integrating Merge into their products, and ensure they have a smooth and reliable experience with our platform. In this role, you’ll combine technical troubleshooting, customer communication, and strong ownership to solve complex integration challenges. You’ll partner closely with engineering, product, and customer success teams to debug issues, resolve incidents, and improve the overall support experience. The ideal candidate has a strong technical foundation, experience working with APIs or integrations, and enjoys working directly with customers to solve real-world technical problems. Your work will have a direct impact on customer success, product quality, and the continued growth of Merge’s platform.
Requirements
- 2+ years of experience in technical support engineering, solutions engineering, or other customer-facing technical roles.
- Strong technical troubleshooting skills with APIs, integrations, or backend systems.
- Comfortable debugging issues using logs, API responses, or scripting tools.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and attention to detail.
- A customer-first mindset with a strong sense of ownership.
Responsibilities
- Provide high-quality technical support to customers via chat, email, Slack/Teams, and screen-share sessions.
- Troubleshoot and resolve API and integration issues, working directly with customers to diagnose and fix problems.
- Partner with Engineering, Product, and Customer Success teams to escalate and resolve complex incidents.
- Help customers successfully integrate Merge into their products by guiding implementation and debugging issues.
- Create and maintain help center documentation, internal runbooks, and troubleshooting guides.
- Participate in an on-call rotation to support critical incidents and help improve reliability over time.
Benefits
- equity compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
