Technical Support Engineer, Austin

Postman•Austin, TX

4h•Hybrid

About The Position

We seek a Technical Support Engineer to join our team and deliver excellent service for a leading global SaaS company with millions of users. You will engage with customers, both technical and non-technical, on a personal level, across multiple support channels—including phone support. Familiarity with key languages like JavaScript, Node.js, and PHP is highly valued. Don't hesitate to apply even if you don't meet all the requirements—we welcome applicants from diverse backgrounds, including those without customer-facing experience. Location requirement: This role is open to candidates based in Austin, TX or New York, NY. Timezone alignment: This role is aligned to US Eastern Time (ET).

Requirements

2+ years of experience doing technical product support for a modern / SaaS product
Previous experience with API Development / SaaS products
Excellent client-facing skills
Excellent written and verbal communication skills
Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
Able to work asynchronously with a globally-distributed team
Familiarity with support platforms like Jira, Github, and Confluence
Comfortable providing customer support over the phone, including explaining technical concepts live, guiding troubleshooting steps, and maintaining a calm, structured approach during high-urgency issues
Able to work standard hours aligned to US Eastern Time (ET)
Participate in weekend coverage as part of the role (via a rotating schedule or shifted week); timing and frequency may evolve as the team grows

Responsibilities

Becoming a technical expert on the Postman platform
Taking ownership of customer reported issues and seeing problems through to resolution
Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
Working with engineering, product, and customer teams to ensure speedy resolution
Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users
Contributing to our FAQs, which serve as our customer’s knowledge base
Interacting with Postman's developer community of 15 million+ via our support channels, our public Github issue tracker and the community
Achieving key metrics around CSAT, responsiveness, and # of iterations to a successful resolution
Providing real-time customer support via phone (and/or screen-sharing when appropriate), including triage, troubleshooting, escalation coordination, and clear follow-ups in writing
Participating in weekend coverage to support customers outside of standard weekday hours, ensuring consistent responsiveness and handoffs across a globally distributed team