Senior Support Engineer

📋 Description

• Take ownership of complex client issues from the initial report through diagnosis, resolution
• Design and maintain effective workflows for moving issues from support to development, ensuring
• Set a high standard for client communication, technical write-ups, support calls, and escalation
• Diagnose issues before escalating them by identifying the affected product, component, and
• Create detailed developer-ready bug reports using screenshots, recordings, reproduction steps
• Monitor open engineering issues, follow up on blocked work, validate fixes, and communicate

🎯 Requirements

• 5+ years of experience in technical support or support engineering within a software environment
• Strong technical troubleshooting skills, including the ability to read errors, inspect browser
• Experience working with issue-tracking systems such as Linear, Jira, or comparable tools.
• Experience with Intercom or similar customer support platforms, preferably including exposure to
• Demonstrated experience creating and maintaining knowledge bases or technical documentation relied
• Practical, daily experience using AI tools such as Claude to investigate technical issues

🎁 Benefits

• Annual salary of $85,000–$105,000, depending on experience.
• Fully remote position.
• Work schedule aligned with Central U.S. hours.
• 20 paid vacation days.
• Public holidays based on your country of residence.
• Internet stipend.