Remote-First Support Engineer for SaaS Platform

VibeIQ; Boston (MA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Remote-first

401(k)

Health insurance

Dental insurance

Vision insurance

Paid holidays

PTO

Parental leave

Job summary

VibeIQ is seeking a Support Engineer to be the go-to technical resource for customers, handling tickets from first contact through resolution. You will own issues, investigate, escalate when needed, and help build processes that keep support operations running smoothly.

You’ll be part of the Customer Success team and become a trusted advisor, delivering a great customer experience even when challenges arise. This role suits problem solvers who love details and data-driven decisions.

Qualifications

• 3–5 years of experience in a Technical Support, Support Engineering, or Application Support role at a SaaS company
• Strong troubleshooting instincts with methodical problem-solving approach
• Clear written communication skills for technical and non-technical audiences
• Ability to manage a busy ticket queue without dropping the ball

Responsibilities

• Own a high volume of inbound support tickets from start to finish
• Diagnose and troubleshoot issues across the platform related to workflows, data, permissions, and configuration
• Communicate clearly with customers and translate technical findings into simple explanations
• Document solutions and contribute to internal knowledge base
• Escalate high-severity tickets with ownership and timelines

Skills

Troubleshooting

Written communication

Prioritization

Tools

Zendesk

Job description

VibeIQ is seeking a Support Engineer to be the go-to technical resource for customers, handling tickets from first contact through resolution. You will own issues, investigate, escalate when needed, and help build processes that keep support operations running smoothly.

You’ll be part of the Customer Success team and become a trusted advisor, delivering a great customer experience even when challenges arise. This role suits problem solvers who love details and data-driven decisions.