Customer Support Engineer - Fast-Impact SaaS | Equity

Rox; San Francisco (CA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Equity upside

Medical/dental/vision

401(k)

Unlimited PTO

Parental leave

Wellness stipend

Learning stipend

Commuter benefits

Job summary

Rox in San Francisco is seeking a Customer Support Engineer to own how customers get unblocked when something breaks or is unclear in the product. This is a technical, customer-facing role handling tickets across integrations, workflows, and core platform behavior.

You will partner with Growth Strategists, FDEs, CSMs, and Engineering to move severe issues fast, and turn recurring problems into docs, tooling, or fixes.

Qualifications

• 2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaS.
• Strong troubleshooting instincts across systems that touch SaaS apps, APIs, identity, and data integrations.
• Comfort reading logs, reproducing bugs, and explaining technical findings to both technical and non-technical audiences.
• Clear written communication: customers should leave every thread knowing status, next step, and owner.

Responsibilities

• Own the customer product support queue end to end: intake, triage, reproduction, resolution, and clear customer communication.
• Protect support SLAs, with faster handling for severe product-impairing and loss-of-functionality issues.
• Debug issues across the Rox product surface, including integrations, data flows, agent workflows, and account configuration.
• Partner with FDEs and Growth Strategists on account-critical escalations without turning every ask into a custom build.
• Write and maintain public and internal docs so customers and teammates can self-serve the common paths.
• Capture recurring failure modes and feed crisp, actionable signal to Product and Engineering.
• Build lightweight tooling and playbooks that shrink time-to-resolution as volume grows.
• Represent Rox with calm, precision, and ownership in every customer touchpoint.

Skills

Technical support

Troubleshooting

Customer communications

Documentation

Automation mindset

SQL basics

CRM systems

Fast-paced environment

Tools

Salesforce

HubSpot

Job description

Rox in San Francisco is seeking a Customer Support Engineer to own how customers get unblocked when something breaks or is unclear in the product. This is a technical, customer-facing role handling tickets across integrations, workflows, and core platform behavior.

You will partner with Growth Strategists, FDEs, CSMs, and Engineering to move severe issues fast, and turn recurring problems into docs, tooling, or fixes.