Support Engineer III

In this role you will manage and troubleshoot technical customer tickets, coordinate with Engineering on bugs, and deliver real-time remote support. You will help customers adopt features, share knowledge, and advocate for user needs. You’ll contribute to process improvements and become a subject matter expert in one or more areas. This is a remote-first role with weekend/holiday on-call rotations, driven by a customer-obsessed culture.

• remote-first
• competitive pay
• generous learning and growth opportunities
• excellent benefits

• Troubleshoot tickets of varying complexity with minimal assistance
• Manage ticket queues with timely, high-quality responses
• Communicate technical information to customers and internal stakeholders
• Provide real-time remote support via phone, chat, and screen sharing
• Follow up on open bugs and issues with Engineering
• Potentially train teammates in an area of expertise
• Advocate for customers and liaise with Engineering
• Coordinate upgrades and communicate upcoming features
• Identify and report bugs and feature requests from customer feedback
• Update knowledge and documentation for the team and public docs
• Become SME in one or more categories within a squad

• 5+ years of technical customer support, technical writing, system administration, or related roles OR bachelor’s degree in computer science or related field with 3+ years in related roles
• On-Duty weekends and holidays on rotation
• Strong verbal and written communication skills; ability to work with enterprise customers

• Teamwork and collaboration
• Adaptability and initiative
• Customer advocacy
• Git and GitHub workflows
• CI/CD understanding
• Code editors/IDEs (e.g., VS Code, IntelliJ IDEA)