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Support engineer, Americas

Answer the hard tickets, read traces with customers, and turn what you learn into fixes.

When an agent does something a team didn't expect, they write to us. Most of the time the answer is in the trace: a tool returned something odd, a policy was missing, an approval rule was too broad. Sometimes it's a bug. You'll be the person who finds out which, quickly and kindly, and makes sure it doesn't happen to the next team.

We have no ticket tiers. Every support engineer reads traces, opens pull requests for small fixes and owns a customer's problem until it's solved.

What you'll do

  • Answer tickets from builders and admins in the Americas, from "why did this run stop?" to SSO set-up.
  • Read traces and replays with customers on calls, and explain what happened in their words.
  • Reproduce bugs, write them up so an engineer can fix them in an hour, and fix the small ones yourself.
  • Keep our help centre honest: when an answer changes, the article changes the same day.
  • Spot the patterns across tickets and bring them to product every week.

What you'll bring

  • Two or more years in technical support or support engineering for a B2B software product.
  • You're comfortable with APIs, logs and JSON, and you can read some code.
  • Clear, warm writing. Customers remember how an answer made them feel.
  • You like solving the same kind of problem until there are no more of them.

Nice to have

  • You've worked with Zendesk, Intercom or a similar helpdesk as an admin.
  • Some TypeScript or Python.

Where you'll work

Remote, anywhere between Vancouver and São Paulo, covering roughly 9am to 6pm Eastern with the rest of the team.

Sample role. Replace the files in content/careers with your own.

Apply for this role

Five fields, no account and no cover letter. Here's what happens after you send it:

  1. 1A conversation · 30 minutes
  2. 2A paid work sample · 3 hours, $300
  3. 3A day with the team · 4 conversations
  4. 4A decision · Within 5 working days

One link is enough. We read it before anything else.

City and country, so we can check the role works where you are.

A few lines in your own words. No cover letter needed.

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We use this only to consider you for this role, and delete it after 12 months.