About the Role
This role involves diagnosing and resolving advanced technical challenges reported by customers, contributing to internal knowledge resources, and working closely with engineering and product teams to identify and escalate systemic issues.
Responsibilities
- Diagnose and resolve complex technical issues reported by customers
- Respond to support inquiries with accuracy and speed
- Collaborate with engineering teams to escalate and resolve product defects
- Document solutions and improve internal knowledge databases
- Provide detailed feedback to product teams based on customer trends
- Assist in improving support tools and workflows
- Communicate technical concepts clearly to non-technical users
- Triage incoming support tickets by severity and impact
- Monitor customer dashboards and alerting systems
- Contribute to post-mortems for major service incidents
- Identify patterns in customer issues to guide product improvements
- Support onboarding for new customers with technical integrations
- Participate in on-call rotations for critical issues
- Ensure compliance with data privacy and security standards
- Work across time zones to support a global customer base
- Assist in testing product updates for potential support impact
- Maintain up-to-date knowledge of platform features and changes
- Escalate urgent engineering issues with clear reproduction steps
- Help refine customer communication templates and support materials
- Track and report on support metrics and team performance
Nice to Have
- Experience supporting Jamstack or serverless architectures
- Knowledge of Next.js or React frameworks
- Prior work with platform-as-a-service products
- Contributions to open-source projects
- Background in frontend performance optimization
- Familiarity with edge computing concepts
- Experience with debugging deployment configuration issues
- Involvement in developer community forums or events
Compensation
Competitive salary with benefits and equity
Work Arrangement
Remote-friendly with global team distribution
Team
Part of a growing customer support team focused on technical excellence and proactive customer advocacy
What We Value
- We prioritize clear communication, technical curiosity, and a proactive approach to problem solving.
- Team members are expected to balance customer empathy with technical rigor.
Impact
- Your work directly influences product stability and customer satisfaction.
- Engineers in this role often identify critical bugs before widespread impact.
Available for qualified candidates
