Client-Facing Solutions Engineer & QA Lead

BoreDM; Boston (MA); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

401(k) plan

Paid time off

Paid holidays

Healthcare plans (vision & dental)

Job summary

BoreDM, based in Boston, seeks a solutions engineer to own our support operation end-to-end. You will manage Intercom, train clients, and translate user issues into clear bug reports for engineering. You’ll also guide QA, run test plans, and help onboarding for new team members.

Ideal candidates have 1–3 years in software support or QA and enjoy collaborating with product and sales. This role offers competitive pay and strong growth in a fast-growing company.

Qualifications

• 1-3 years in technical support, customer success, or QA at a software company.
• Comfortable navigating web apps, APIs, databases, and tools like GitHub.
• Strong written communication - can explain technical concepts clearly and handle tough conversations.
• Experience with Intercom, Zendesk, or similar is a plus.
• Geotechnical/civil engineering knowledge is a plus but not required.

Responsibilities

• Own Intercom: handle inbound support, manage our AI bot (Auggie), and maintain support articles.
• Lead support and training calls with clients.
• Bridge clients and engineering - translate user issues into clear bug reports and feature requests on GitHub.
• Train and onboard new support team members.
• Quality-own product releases: write test plans, test edge cases, sign off before ship.
• Review PRs from a user perspective and test changes in staging.
• Reproduce reported bugs and file clean GitHub issues.
• Route inbound leads from support channels to sales.
• Set up and monitor trial accounts.

Skills

Technical support

Customer success

QA

Tools

Intercom

Zendesk

GitHub

Job description

BoreDM, based in Boston, seeks a solutions engineer to own our support operation end-to-end. You will manage Intercom, train clients, and translate user issues into clear bug reports for engineering. You’ll also guide QA, run test plans, and help onboarding for new team members.

Ideal candidates have 1–3 years in software support or QA and enjoy collaborating with product and sales. This role offers competitive pay and strong growth in a fast-growing company.