Technical Support Engineer
About The Position
As a Technical Support Engineer at Merge, you will provide high-quality support to customers and prospects by troubleshooting technical issues and helping integrate Merge into customers’ products. You will work closely with engineering and platform teams to debug issues, fix bugs, and prioritize customer requests. The role calls for a strong technical background, API experience, and excellent problem-solving, communication, and customer service skills. The work has a direct impact on Merge’s product offerings and bottom line, with significant internal and external visibility. You will help establish and maintain customer integrations, collaborate across Engineering, Product, and Customer Success, and contribute to the knowledge base and development of a growing support engineering team. The role includes an overnight on-call rotation for critical incidents approximately once every six weeks.
Requirements
- At least 2 years of experience in technical support, customer-facing engineering, or solutions engineering roles.
- A computer science background or other technical or quantitative orientation.
- Excellent verbal and written communication skills.
- Strong work ethic, customer-first mindset, goal-oriented approach, and attention to detail.
- Strong problem-solving skills.
Nice To Haves
- Experience with scripting for debugging and one-off analyses.
- Prior startup experience.
Responsibilities
- Provide customer support through online chat, email, Slack or Teams, and screen-share meetings.
- Troubleshoot technical issues and develop timely, creative solutions for customers.
- Contribute to establishing and maintaining Merge integrations in customers’ products.
- Partner with Engineering, Product, and Customer Success to resolve incidents and advocate for feature requests.
- Create and maintain help center guides, runbooks, and internal notes.
- Help lay the foundation for a successful and rapidly growing support engineering team.
- Participate in an overnight on-call rotation for critical incidents approximately once every six weeks.
Benefits
- Unlimited PTO and 10 company holidays.
- Health, vision, and dental insurance.
- 401(k) plan.
- One-time $200 home office stipend.
- Free dinner when working past 7 p.m.
- Annual company offsites and quarterly team events.
- Equity compensation package for full-time employees.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
