Customer Support Engineer

Confidential; Boston (MA); Hybrid; USD 46,000 - 103,000; Full time

Job summary

A rapidly growing Boston-based B2B SaaS company is seeking a Customer Support Engineer to strengthen its customer success team. You will lead technical problem resolution, assist with customer onboarding, and serve as the vital link between customers and engineering. Ideal candidates exhibit strong communication skills and technical expertise, with a keen ability to empathize with customer needs while providing actionable solutions.

Benefits

Competitive salary package

Generous PTO and flexible work schedule

Health, dental, and vision insurance

401(k) with company match

Qualifications

• 2+ years experience in technical support or customer-facing engineering role.
• Ability to translate complex technical information into layman’s terms.
• Excellent written and verbal communication skills.

Responsibilities

• Act as the first line of technical support for customer-reported issues.
• Diagnose, troubleshoot, and resolve technical problems.
• Collaborate with Product and Engineering teams to escalate bugs.

Skills

Communication

Customer Empathy

Technical Troubleshooting

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

SQL

Python

Zendesk

Intercom

Jira

Job description

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Department: Customer Experience / Technical Support

Job Type: Full-time

About Us

We’re a Boston-based B2B SaaS company transforming the way businesses streamline their operations, we’re scaling fast and are looking for curious, proactive, and technically-savvy people to grow with us.

About the Role

As a Customer Support Engineer, you’ll serve as the technical backbone of our customer success team, helping our clients resolve issues, integrate with our platform, and optimize their experience. You’ll be the bridge between customers and our product and engineering teams — translating complex issues into actionable insights and solutions.

Key Responsibilities

• Act as the first line of technical support for customer-reported issues via email, chat, and support tickets.
• Diagnose, troubleshoot, and resolve technical problems across a wide range of technologies (APIs, integrations, front-end issues, backend logs, etc.).
• Collaborate closely with Product and Engineering teams to investigate and escalate bugs, outages, and usability concerns.
• Assist customers with implementation, onboarding, and configuration of our platform.
• Develop and maintain knowledge base articles, internal documentation, and troubleshooting playbooks.
• Advocate for customer needs and communicate feature requests or pain points to the relevant teams.
• Participate in an on-call rotation (if applicable) for priority support coverage.

Requirements

• 2+ years experience in a technical support or customer-facing engineering role at a SaaS or software company.
• Excellent written and verbal communication skills.
• Strong customer empathy with a calm, solution-focused attitude.
• Ability to translate complex technical information into layman’s terms.

Preferred Qualifications

• Familiarity with support platforms (e.g., Zendesk, Intercom, Jira).
• Experience using SQL and/or scripting languages (e.g., Python, Bash).
• Prior experience supporting enterprise or B2B customers.
• Exposure to CI/CD tools and monitoring systems (e.g., Datadog, New Relic).
• Bachelor's degree in Computer Science, Engineering, or a related field.

What We Offer

• Competitive salary package
• Generous PTO and flexible work schedule
• Health, dental, and vision insurance
• 401(k) with company match
• Hybrid work model with a centrally-located Boston office

How to Apply

Apply using the link provided.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development

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