About the role
The Support Engineer sits at the intersection of Customer Success and Engineering. They handle the full range of support tickets — from everyday user questions to technical investigations — and execute recurring technical operations (client migrations, SSO setups, configurations).
Our support team relies heavily on AI tools to accelerate investigation, drafting, and knowledge retrieval. As a result, communication skills weigh more than raw technical depth: we're looking for someone who writes clearly, thinks like a customer, and can leverage AI to handle technical complexity.
Key responsibilities
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Respond to day-to-day support tickets from end-users and client admins
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Handle L2 tickets escalated by the CSM team
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Investigate and reproduce bugs; escalate to Engineering with clean, actionable diagnoses
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Execute client data migrations and configuration changes
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Set up and troubleshoot SSO integrations (SAML, OIDC)
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Run SQL queries and basic scripts to investigate and correct data (with AI assistance)
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Assist clients with API-based integrations
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Document recurring issues and contribute to the internal knowledge base