Remote Technical Support Engineer | Drive Trust

Fieldguide; San Francisco (CA); Remote; USD 110,000 - 135,000; Full time

Benefits offered by this job

Competitive compensation

Flexible PTO

401k

Wellness benefits (therapy)

Work from home reimbursement

Flexible schedules

Job summary

Fieldguide is seeking a Technical Support Engineer to remove roadblocks for customers using the Auditing Platform. You will diagnose issues, perform hands-on technical work, and guide customers toward successful outcomes with Fieldguide.

You will own cases end-to-end, investigate errors, and tune configurations to align with best practices. Collaboration with Product, Engineering, and Customer Success is essential for delivering expert support and knowledge-base content.

Qualifications

• 3+ years of experience in Technical Support, IT, or another technical discipline.
• High emotional intelligence with strong judgment on urgency and empathy.
• Strong troubleshooting and problem-solving abilities.
• Ability to learn complex products quickly.
• Excellent written and verbal communication for technical and non-technical audiences.
• Collaborative mindset across Engineering, Product, Customer Success.
• Proven multitasking and time-management in fast-paced environments.

Responsibilities

• Take end-to-end ownership of customer support cases, prioritizing effectively and delivering clear, actionable solutions over email and via screen shares.
• Investigate error messages and unexpected behavior, identifying root causes and sharing precise technical fixes that unblock customers.
• Perform configuration and environment tuning to align customer setups with platform best practices and client requirements.
• Build expertise in your SME domains, steadily deepening knowledge of advanced product capabilities.
• Employ technical utilities such as session replay, log review, browser developer tools, and API clients like Postman for deep-dive troubleshooting.
• Partner with Product and Support to create and maintain Knowledge Base content that benefits customers and supports AI enablement.
• Join daily standups to review active tickets, align on priorities, and collaborate on solutions with support teammates.

Skills

Technical support

Emotional intelligence

Critical thinking

Technical aptitude

Communication

Collaboration

Multitasking

Education

Relevant degree

Tools

JIRA

Shortcut

SQL basics

Job description

Fieldguide is seeking a Technical Support Engineer to remove roadblocks for customers using the Auditing Platform. You will diagnose issues, perform hands-on technical work, and guide customers toward successful outcomes with Fieldguide.

You will own cases end-to-end, investigate errors, and tune configurations to align with best practices. Collaboration with Product, Engineering, and Customer Success is essential for delivering expert support and knowledge-base content.