Customer Support Engineer

About The Role

We’re looking for a technically strong Customer Support Engineer to sit within our Customer Success team. In this role, you’ll primarily work alongside our Customer Success Managers, acting as the technical backbone behind their client relationships; translating complex engineering challenges into clear resolutions and ensuring CS always has the technical support they need. You’ll also engage directly with clients when the situation calls for it, but your day-to-day will be deeply embedded with the CS team, serving as the critical bridge between Customer Success and Engineering.

What You’ll Do

• Work closely with Customer Success Managers as their primary technical partner, resolving complex infrastructure and configuration issues on behalf of clients and joining conversations directly when needed.
• Diagnose and troubleshoot technical problems across customer environments, leveraging your infrastructure knowledge to identify root causes quickly.
• Write and maintain scripts to automate repetitive support tasks, build diagnostic tooling, and assist customers with integrations.
• Serve as the technical escalation point within the CS team, working with Engineering and Product to resolve issues and feed customer pain points back into the roadmap.
• Produce clear technical documentation, runbooks, and knowledge base articles to scale support capability across the team.
• Support the onboarding of new customers, ensuring a smooth and technically sound deployment from day one.

What We’re Looking For

• Proven experience in a technical support, DevOps, infrastructure, or similar hands‑on engineering role.
• Strong understanding of IT infrastructure — networking, cloud environments, endpoint management, and security tooling.
• Comfortable writing scripts (Python, Bash, or similar) to solve problems and automate workflows; basic software development experience is a strong plus.
• Familiarity with APIs and SaaS platform integrations, with the ability to guide customers through technical configurations.
• A methodical, curious approach to troubleshooting — you enjoy digging into complex problems and finding the root cause.
• Clear communicator who can translate technical concepts for both engineering teams and less technical stakeholders.

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