Rockefeller Philanthropy Advisors is hiring a Technical Support Engineer to join a fast-paced, AI-driven company transforming how teams access and share knowledge. In this role, you'll be at the forefront of customer success, troubleshooting issues, optimizing integrations, and driving exceptional user experiences.

What You'll Do

Deliver responsive and high-quality support to global customers, aligned with U.S. East or West business hours.
Troubleshoot and resolve technical issues across integrations, systems, and end-user platforms, ensuring all SLAs are met or exceeded.
Guide customers through onboarding new data sources and product features to maximize their platform experience.
Monitor system health via metrics and dashboards, create remediation plans, and communicate progress with stakeholders.
Coordinate resolution of alerts and change requests with customer admins and internal teams.
Draft and contribute to external help articles and internal runbooks to support scalable knowledge sharing.
Conduct root cause analyses and prepare post-incident documentation for high-impact issues.
Collaborate with cross-functional teams to recommend product and process improvements based on support trends.

What We're Looking For

3+ years of industry experience with a Bachelor's degree or 1+ year with a Master’s.
Background in technical support, customer success, or professional services, ideally within SaaS or enterprise search platforms.
Hands-on experience with integrations across SaaS ecosystems and cloud platforms such as AWS, GCP, or Azure.
Strong communication and project management skills; ability to present professionally to both customers and internal teams.
Highly organized, detail-oriented, and data-driven with a proactive mindset.
Proven ability to diagnose and resolve technical problems across a full stack: networking, systems, storage, applications, and end-user environments.
Fluency in English required.

Nice to Have

Additional languages are a plus.
Experience with customer-centric documentation and support tooling is a bonus.

Technical Stack

SaaS ecosystems
AWS, GCP, Azure

Team & Environment

You'll be part of a passionate support team collaborating across engineering, product, and field teams.

Benefits & Compensation

Comprehensive medical, dental, and vision insurance plans
Generous paid time off and holiday policy
401(k) contribution program
Home office setup stipend
Annual education and wellness stipends
Inclusive company culture with regular events and virtual engagement
Daily healthy lunch options (if applicable based on location)
Competitive salary based on location, experience, and seniority level + eligibility for equity