Product Support Engineer

GoGlobal; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

GoGlobal is seeking a Product Support Engineer to enhance client experiences by troubleshooting technical issues and facilitating seamless integrations. In this role, you will work alongside various departments to streamline service delivery, contributing significantly to our client satisfaction while thriving in a fast-paced, dynamic environment.

Qualifications

• Proven experience in a Product Support or Technical Support role, especially in SaaS.
• Ability to read and interpret logs with basic debugging skills.
• Excellent communication skills in English.

Responsibilities

• Manage L1 technical support, triaging and resolving client issues.
• Analyze logs and debug integration issues.
• Collaborate with Product, Development, and Customer Success teams.

Skills

Technical Support

Debugging

Problem-solving

Communication

Tools

Sentry

DataDog

SQL

Next.js (TypeScript)

GraphQL

Job description

We are building a scalable B2B platform designed to simplify and streamline how our business manages its service delivery through seamless integrations and smart solutions. As a Product Support Engineer, you will play a key role in supporting our clients by handling technical issues, debugging integrations, and ensuring a smooth user experience. Embedded within the R&D team, you will work closely with Product, Engineering, and Customer Success to help keep our platform running efficiently as we grow. This role is ideal for someone who enjoys problem-solving, has a solid technical foundation, and thrives in a fast-paced environment.

Roles & Responsibilities:

• Own and manage L1 technical support, including triaging client-reported issues and ensuring timely resolution.
• Analyze logs, debug basic integration issues, and escalate to Engineering when needed.
• Collaborate closely with Product, Development, and Customer Success teams.
• Monitor, track, and report on key support data and recurring ticket themes.
• Improve support processes and documentation.
• Identify areas for product improvement based on support trends and client feedback.

• Proven experience in a similar Product Support or Technical Support role within a B2B environment, specifically SaaS.
• Strong ability to read and interpret logs, with basic debugging skills for API and system integrations.
• Familiarity with observability and error-tracking tools such as Sentry and DataDog.
• Solid understanding of technical concepts, with the ability to communicate clearly between technical and non-technical teams.
• Experience working cross-functionally with Product, Engineering, and Customer Success teams.
• Comfortable working independently in a remote, fast-paced environment.
• Excellent communication skills in English, both written and spoken.
• Bonus: experience with SQL, Next.js (TypeScript), and GraphQL.

ABOUT US

GoGlobal is the leading professional services company to guide, establish and manage global operations with compliance and confidence. We bring the human touch to entering new markets and consolidating vendors through a single point of management. With a presence in over 140 countries on six continents and growing, we make running a global business easy.

Business & Corporate Services provided:

• Entity Solutions: Entity establishment, Corporate secretarial & directorship services, Domicile services, Dormancy/Liquidation
• HR Solutions: Global recruitment, Employer of Record (EOR), Agent of Record (AOR), Global benefits, Global payroll, International HR Consulting
• Finance Solutions: Accounting & Tax

For more information, please visit GoGlobal.com

OVERVIEW

We Measure Success by Results, Not Hours Worked

No timesheets.

At GoGlobal, we give you the autonomy to make decisions that create real impact. We prioritize results over hours worked, focusing on quality of outcomes rather than tracking time.

As a privately owned company, we are free from the pressures of venture capital or private equity investors demanding exponential growth in unreasonable time frames.

Sometimes, things just take time to do well. In our business, delivering great results is a process - and we're committed to doing it right.

We are not for sale. We believe that financial success is a natural outcome of our work, not the primary goal. Unlike many investors who view money as a goal, our focus is on long-term growth and sustainable success.

We are a global team, built for those who want to go further. Here's what your career at GoGlobal looks like:

• A company small enough for your voice to be heard meaningfully, yet large enough to make a global impact
• Collaborating with a diverse, global and supportive team
• Built for the long-haul - no VC or PE pressure, just a focus on sustainable growth

WHY WE ARE DIFFERENT

We Make Growing Your Career Possible

• We operate with the benefits of a partnership without the complexities of a partnership. Our hybrid partnership-corporate model offers all employees the opportunity to become a partner, while maintaining a streamlined corporate structure so that decisions are made quickly

• We do not offer equity plans. As we are not for sale and are not chasing an exit, "stock options" hold little value in our business model. Instead, we provide opportunities for outstanding employees to make partner and share in the profits. We believe it's better to build lasting value than to chase a one-time payout

• We prioritize organic and sustainable growth. Expanding operations quickly by way of mergers and acquisitions might seem appealing, but the reality is integrating diverse cultures can be challenging. We're proud of our own culture and prefer to grow it our way

• We're global. We offer career opportunities across the world-whether it's new job roles or international locations

• English is our official language, but for many, it's our second language. We embrace this and find it rewarding communicating with colleagues from all over the world

• We are not a family. We operate more like a high-performing sports team where each individual's contribution is crucial to our collective success

• We keep things simple and collaborative. Our structure makes it easy for teams to work together across borders so we can serve our clients with global needs more effectively. Unlike big, siloed companies, we work seamlessly to handle international deals without the headaches of territorial ownership

• We believe in transparency and trust. Every month, we share our financials with the team so everyone knows where we stand and what's coming next. It's all about open communication, building trust and empowering every individual to be part of our journey. We don't tell you what to think - we provide the information you need to make your own informed decisions

• We believe flexibility drives success. Our company is built on trust, and that's why we embrace fully remote work, and hybrid options in some countries. Forget rigid office routines - it's old school! This flexibility fuels productivity, strengthens our workforce, and ensures we remain agile in a fast-changing world.

Ready to take the next step in your career with us? Apply now!

**Kindly review the provided privacy notice (LINK) to gain a comprehensive understanding of our policies and practices governing the treatment of your Personal Data.