Product Support Engineer — SaaS & Automation

Blink - Employee Experience Platform; Boston (MA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Generous equity allocations

20 days leave + holidays

401(k)

Private health insurance

Parental leave

Time off between Christmas and NewYear

Growth and learning opportunities

Social events

Job summary

Blink is seeking a Head of Support in Boston to lead a customer‑centric Product Support function. You will own product expertise, resolve technical issues, and help shape the roadmap with the product team.

This role emphasizes customer trust, scalable processes, and proactive documentation in a fast‑growing, global company. Join a team that values exceptional service, automation, and clear communication while supporting both end users and internal stakeholders.

Qualifications

• Experience delivering customer-centric support in a software environment.
• Ability to manage multiple inquiries and escalations with SLAs.
• Strong written and verbal communication for non-technical audiences.

Responsibilities

• Own product expertise and act as the go-to for tricky questions.
• Collaborate with Product Managers to inform roadmaps and update docs.
• Deliver high-quality technical support from triage to resolution.
• Escalate when needed while keeping customers updated per SLAs.
• Identify automation opportunities and create self-service resources.

Skills

Customer support

SaaS

Technical support

Project management

Clear communication

Tools

APIs

SQL

HTML/CSS

Job description

Blink is seeking a Head of Support in Boston to lead a customer‑centric Product Support function. You will own product expertise, resolve technical issues, and help shape the roadmap with the product team.

This role emphasizes customer trust, scalable processes, and proactive documentation in a fast‑growing, global company. Join a team that values exceptional service, automation, and clear communication while supporting both end users and internal stakeholders.