Technical Support Engineer (US - Remote)

SpotMe • Remote (US (ET, CT

16h • Remote

About The Position

SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. The Technical Support Engineer is the first line of defense and the first line of delight for our customers. This role requires rapid response due to the high-stakes and often stressful nature of event management. As the primary link between event teams and our platform, you will become a trusted expert who solves real problems, guides customers with confidence, and ensures the seamless execution of mission-critical events. Unlike traditional support roles, issues must be resolved in real-time as there is no backlog or rollback. The platform is complex, supporting various event formats and customer configurations, requiring investigation into product, setup, integrations, or network/device issues. This role blends technical problem-solving, fast decision-making, and empathetic communication. You will investigate, reproduce, and create workarounds for issues, and collaborate closely with Engineering, as Support is part of the Engineering department. You will join a skilled global team operating in a 24/7 "follow-the-sun" model.

Requirements

• Real troubleshooting instinct: form a theory, test it, narrow it down, check logs, browser console, reproduce issues, and persist when obvious answers are wrong.
• Curiosity about how things work: networks, browsers, mobile devices, video/audio, and system integrations.
• Rapid analytical and logical reasoning: isolate root causes under time pressure.
• Multitasking mastery: balance multiple real-time chats without sacrificing accuracy or tone.
• Comfort with configurable systems: enjoy understanding setups and finding settings that explain symptoms.
• Empathy and clarity in communication: explain technical findings to non-technical stakeholders and deliver difficult answers honestly.
• Resilience and ownership: take initiative, especially during critical issues, and see problems through to resolution.
• Cross-team collaboration: work with Engineering to fix critical issues and provide actionable tickets.
• Hands-on experience in technical support, application support, implementation, QA, IT, or event technology.

Nice To Haves

• A technical education is a real advantage.
• Computer science background.
• Experience in event technology.

Responsibilities

• Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams.
• Build strong working relationships within Support, Engineering, and Operations.
• Become fluent in support workflows, tooling, and troubleshooting frameworks.
• Learn to use tools to analyze event data and identify issues.
• Manage customer conversations across live chat and ticketing.
• Demonstrate clear, concise, and confident customer communication.
• Independently manage live issues with precision and professionalism.
• Manage high-volume real-time chats, maintaining a fast first response time.
• Meet and exceed satisfaction targets.
• Analyze and reproduce product issues with strong technical reasoning.
• Narrow down problems by testing hypotheses rather than guessing.
• Work confidently across the breadth of the platform, including live sessions, speaker setups, audio/video quality, mobile and web apps, attendee access, event configuration, and data flow between systems.
• Differentiate between product bugs and customer configuration issues.
• Develop the instinct to identify known issues versus those requiring investigation.
• Join the on-call rotation to support critical live customer needs.
• Stay calm under pressure while juggling multiple live issues.
• Become a recognized frontline product expert and escalation authority.
• Resolve complex issues without escalation.
• Drive recurring issues to a permanent fix at the source.
• Proactively contribute improvements to documentation, tooling, and workflows.
• Write up investigations so other agents can repeat them and train colleagues.
• Serve as a bridge between customers and Engineering, ensuring issues are precisely documented and their business impact understood.
• Elevate support quality and influence product evolution with frontline insights.

Benefits

• Opportunity to work with a leading B2B event platform.
• Collaborate with a highly skilled global team.
• Direct access to Engineering for faster issue resolution.
• Influence product evolution with frontline insights.
• Recruited, compensated, and promoted regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed