Technical Support Engineer (US - Remote)

📋 Description

• First line of defense for SpotMe customers in a 24/7 follow-the-sun model.
• Investigate real issues, reproduce, create workarounds when fixes aren’t available, and collaborate
• Handle high-volume live chats and ticketing across video, audio, and event configurations.
• Diagnose whether issues are product bugs, configurations, or integration problems with customer
• Provide calm, clear communication and build strong relationships with Support, Engineering, and
• Be the bridge between customers and Engineering to surface precise issue documentation and impact.

🎯 Requirements

• Real troubleshooting instinct with logs, browser console, and reproduction skills.
• Curiosity about how networks, browsers, devices, video/audio work, and how systems interact.
• Rapid analytical reasoning and ability to isolate root causes under time pressure.
• Multitasking mastery to manage multiple real-time chats while maintaining accuracy and tone.
• Comfort with configurable systems and identifying the one setting explaining the symptom.
• Empathy and clarity in customer communication, especially with non-technical stakeholders.

🎁 Benefits

• Exposure to a global engineering-driven support culture.
• On-call rotation for critical live issues with opportunities to influence product evolution.
• Structured onboarding and continuous opportunities to contribute to documentation and tooling.