Product Support Engineer

Jobtailor; San Mateo (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking a technically proficient support professional in the San Mateo area to manage SLA and CSAT while resolving Tier 2 escalations with minimal engineering involvement.

Role emphasizes diagnostic prowess across unfamiliar stacks, scripting for automation, and strong written communication to improve KBs and customer replies. Collaborative work with Product and AI-driven deflection is expected.

Qualifications

• 1–2 years in technical support, customer engineering, or solutions engineering at a B2B SaaS company.
• Bachelor's in Computer Science, Software Engineering, or a closely related field.
• Diagnostic comfort across a stack you don’t own (logs, basic SQL or query tooling, browser devtools).
• Scripting comfort to automate repetitive tasks (Python, Bash, or similar).
• Bias toward escalations engineers can act on with clean repros and clear hypotheses.
• AI-fluent, not AI-dependent using tools like Claude, ChatGPT, or Copilot.
• Strong written communication skills for drafting KB articles and customer replies.
• Ownership mindset, feeling the weight of the outcome and acting accordingly.

Responsibilities

• You hold the line on SLA, CSAT, and ticket hygiene across every incoming ticket.
• You resolve the majority of Tier 2 escalations before they reach engineering.
• The escalations you write resolve in one round-trip, giving engineers enough context to act immediately.
• You partner with Product to make sure recurring issues don't reappear.
• You leave KB articles and support guides better than you found them, contributing to diagnostic tools for the queue.
• You’ll work alongside AI for first-touch deflection, refining its content and training it without dropping CSAT.

Skills

Technical support

SQL basics

Browser DevTools

Python / Bash scripting

Documentation writing

AI familiarity

Troubleshooting

Customer communication

Education

Bachelor's in Computer Science or related field

Job description

Responsibilities

• You hold the line on SLA, CSAT, and ticket hygiene across every incoming ticket.
• You resolve the majority of Tier 2 escalations before they reach engineering.
• The escalations you write resolve in one round-trip, giving engineers enough context to act immediately.
• You partner with Product to make sure recurring issues don't reappear.
• You leave KB articles and support guides better than you found them, contributing to diagnostic tools for the queue.
• You’ll work alongside AI for first-touch deflection, refining its content and training it without dropping CSAT.

Requirements

• At least 1 to 2 years in technical support, customer engineering, or solutions engineering at a B2B SaaS company.
• A Bachelor's in Computer Science, Software Engineering, or a closely related field.
• Diagnostic comfort across a stack you don’t own (logs, basic SQL or query tooling, browser devtools).
• Scripting comfort to automate repetitive tasks (Python, Bash, or similar).
• A bias toward escalations engineers can act on with clean repros and clear hypotheses.
• AI-fluent, not AI-dependent using tools like Claude, ChatGPT, or Copilot.
• Strong written communication skills for drafting KB articles and customer replies.
• An ownership mindset, feeling the weight of the outcome and acting accordingly.