Responsibilities
- Serve as a primary technical point of contact for enterprise customers.
- Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations).
- Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues.
- Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs.
- Identify patterns in support cases and proactively recommend product or process improvements.
- Draft clear, executive-ready communications during escalations or incident scenarios.
- File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate.
- Contribute to and elevate internal and external documentation.
Requirements
- Significant experience supporting enterprise or high-growth SaaS customers.
- Remain calm and structured during high-priority or time-sensitive situations.
- Communicate complex technical concepts clearly to both technical and non-technical audiences.
- APIs and API debugging, Swagger / OpenAPI specifications, OAuth, SAML, and SSO authentication flows, Git and CI/CD troubleshooting, Front-end technologies (HTML, CSS, JavaScript), Markdown, Chrome Developer Tools, CLI environments, npm packages and modern JavaScript ecosystems, Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows - with strong judgment and verification, Diagnosing performance, configuration, and integration issues.
- A structured investigation and root-cause analysis process.
- Follow through on every issue and ensure closure.
- Identify recurring friction points and advocate for systemic improvements.
- Proactive, detail-oriented, and accountable.
- Understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level.
- Enjoy turning high-stakes or frustrated customers into long-term advocates.
- Operate independently while collaborating cross-functionally.
- Want to help shape enterprise-grade support at a growing company.
- Excited to have real impact at an early-stage but scaling startup.
Nice to Have
- Build relationships with Support, Engineering, Product, and Success teams.
- Deeply learn ReadMe’s product architecture, features, and customer use cases.
- Train on our support tools and internal processes.
- Begin troubleshooting and resolving real customer issues.
- Understand our SLAs, escalation paths, and support performance metrics.
- Confidently manage enterprise-level customer conversations.
- Develop a strong command of OpenAPI and advanced implementation patterns.
- Identify product gaps and contribute meaningful feedback to Engineering.
- Own complex investigations from intake to resolution.
- Strengthen internal documentation and knowledge-sharing processes.
- Be recognized as a ReadMe product expert.
- Serve as a trusted technical advisor to key customers.
- Help shape support processes as we scale.
- Contribute significantly to reducing friction across the customer journey.
- Play a key role in maintaining the high standard of enterprise support that defines ReadMe.
Work Arrangement
Hybrid
Team
Team size: small. Structure: Support team
Additional Information
- Unlimited PTO with a three-week minimum.
- Fully covered medical, dental, and vision insurance for you, and 100% for your dependents.
- A One Medical membership.
- A gym or fitness stipend of up to $150 per month.
- One-to-one donation matching of up to $1,000 per year.
- Twelve weeks of paid parental leave after the birth or adoption of a child.
- Three offsite retreats per year to get together with coworkers and plan for the quarter ahead.
