The only end-to-end customer engagement platform powered by proven conversational and generative AI technology.
Customer Support Engineer
Location
Massachusetts
Posted
165 days ago
Salary
$750 / month
Seniority
Junior
Job Description
Customer Support Engineer
Engageware
• Respond to customer inquiries about technical problems through internet-based ticketing systems, telephone calls, and email, ensuring timely and professional resolution • Troubleshoot and resolve software issues including login/password problems, application navigation, API and integration failures, and platform configuration errors using debugging tools, simulations, and scripts • Document all customer calls, needs, problems, interventions, and interactions in the CRM — keeping clients informed as changes occur and maintaining meticulous records throughout the lifecycle of each issue • Manage support queues via tools such as Zendesk or JIRA, escalating complex bugs and technical defects to Engineering with clear reproduction steps and impact summaries • Guide and assist customers with system configurations, installations, and technical training including supporting documentation • Proactively engage at-risk customers to prevent churn and conduct product training sessions to deepen product utilization • Identify recurring customer pain points and provide structured feedback to Product teams to influence future software updates • Collaborate with Customer Success Managers, Operations, and Engineering to ensure ongoing service quality across the customer portfolio • Participate in after-hours support rotation for critical customer issues • Contribute to the development of a customer-facing knowledge base, FAQs, and technical documentation to reduce recurring support volume
Job Requirements
- 1-3 years of experience in IT, helpdesk, or technical support environments
- Strong troubleshooting skills with experience diagnosing issues in SaaS platforms, REST APIs, web applications, and integrations; proficiency with XML and SQL scripting is a plus
- Proficiency with support and CRM tools such as JIRA and Salesforce is a plus
- Excellent written and verbal communication skills — able to translate complex technical findings into user-friendly explanations for both technical and non-technical audiences via email, chat, and phone
- Collaborative team player with a customer-first mindset, empathy, and a drive for continuous improvement
- Availability for after-hours support for critical customer issues.
- Bachelor's degree in Computer Science, Computer Programming, Software Engineering, or a related field; or equivalent practical experience
Benefits
- Health insurance
- Professional development
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
• Investigate and resolve advanced customer issues across Postgres, Auth, RLS, Storage, Realtime, Edge Functions, and client libraries. • Provide consultative advice to optimize workloads and tailor advice to advanced users. • Reproduce bugs, isolate root causes, propose workarounds, and escalate to engineering with solid repro steps. • Communicate clearly with customers and spot patterns across tickets to recommend improvements.
• Investigate and resolve advanced customer issues across Postgres, Auth, RLS, Storage, Realtime, Edge Functions, and client libraries. • Provide consultative, proactive advice to optimize workloads. • Reproduce bugs, isolate root causes, propose workarounds, and escalate to engineering. • Ask smart, targeted questions that turn incomplete reports into actionable cases. • Communicate clearly and empathetically with customer users. • Spot patterns across tickets and recommend improvements. • Mentor junior team members.
• Investigate and resolve advanced customer issues across Postgres, Auth, RLS, Storage, Realtime, Edge Functions, and client libraries. • Provide consultative, proactive advice to optimize workloads. • Reproduce bugs, isolate root causes, propose workarounds. • Ask smart, targeted questions that turn incomplete reports into actionable cases. • Communicate clearly and empathetically with customer users. • Spot patterns across tickets and recommend improvements. • Mentor junior team members.
Technical Support Engineer
Magnet ForensicsWe provide organizations with innovative tools to investigate cyberattacks and digital crimes
• Deliver exceptional customer service by responding quickly, thoroughly, and empathetically to sensitive, urgent requests from customers. • Maintain meticulous case health, including meeting or exceeding SLAs, timely and thorough issue resolution, and detailed case notes. • Work collaboratively with your Technical Support team and cross-functionally with Engineering and Product Management where appropriate to drive resolution to customer-facing issues. • Contribute to a customer-facing knowledge base that enables self-serve case resolution. • Learn, coach, and share your knowledge and skills with your peers. • Provide on-call or holiday coverage outside of standard business hours, if required
