Technical Support Engineer

Podium•Lehi, UT

11d

About The Position

Podium is seeking a Technical Support Engineer to join their team. This role is crucial for developing products and scaling customer service offerings. The Technical Support Engineer will be part of the engineering department and will be responsible for owning specific products from a technical standpoint, troubleshooting and resolving issues by pushing bug fixes, and reporting feedback and feature requests to the product team. This role requires close collaboration with cross-functional teams such as Product, Support, Customer Success, Onboarding, and other engineers to ensure the highest level of service and resolution for customers. The ideal candidate will be passionate about helping local businesses, driving innovation, and comfortable with ambiguity. While not purely customer-facing, involvement in escalations, resolutions, and customer meetings will occur when appropriate. Technical Support Engineers report directly to the Technical Support Manager.

Requirements

A customer-first mindset with strong empathy and ownership
1–3 years of experience in technical or product support roles
Ability to drive innovation, improve processes, and thrive in an unstructured or rapidly changing environment
An AI power user, you are comfortable working with multiple agents at once and are excited for AI's future
Familiarity with modern web technologies (APIs, web services, JSON), and comfort with scripting or debugging tools.
Strong analytical and data-driven problem-solving skills
Experience managing and triaging customer issues, feature requests, or product-related escalations
Proactive approach to identifying gaps, proposing solutions, and improving team workflows

Responsibilities

Troubleshoot, document & resolve bugs by using AI to create and merge PRs
Serve as a point of escalation, vetting the legitimacy of product-related issues from our customers
Develop a system for feedback loops in close collaboration with the Product team
Create internal documentation of our products and processes
Maintain open communication channels within the broader Customer Success department and Product teams
Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products
Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
Resolve escalated cases promptly while holding Product, Engineering and yourself accountable to established Service Level Agreements