SaaS Support Engineer: Onboarding & Troubleshooting

Leverage AI; United States; Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation

401(k) with match

Medical, dental, vision coverage

Flexible time off

Hybrid work environment

Job summary

Leverage AI in New York City seeks a Technical Support Engineer to provide high-quality support for our platform and ensure customers maximize value. You will troubleshoot, enable customers, and contribute to process improvements, acting as the first contact for technical issues and coordinating with internal teams to resolve complex cases.

The ideal candidate thrives in a fast-paced environment, communicates clearly, and is passionate about delivering an exceptional customer journey across our

Qualifications

• 3–5 years in technical support, system integration, or related role in a B2B SaaS environment.
• Strong troubleshooting skills and ability to resolve customer concerns quickly.
• Excellent verbal and written communication with ability to explain tech concepts clearly.

Responsibilities

• Serve as first point of contact for inquiries via email, chat, and phone with timely resolutions.
• Diagnose and troubleshoot platform issues, escalating to Product/Engineering when needed.
• Manage, update, and resolve tickets in the support system per SLA guidelines.
• Lead onboarding sessions and create support materials to empower users.
• Analyze support data to suggest platform improvements and scale workflows.

Skills

APIs

SQL

Cloud platforms

Ticketing systems

Tools

Zendesk

Intercom

Freshdesk

Job description

Leverage AI in New York City seeks a Technical Support Engineer to provide high-quality support for our platform and ensure customers maximize value. You will troubleshoot, enable customers, and contribute to process improvements, acting as the first contact for technical issues and coordinating with internal teams to resolve complex cases.

The ideal candidate thrives in a fast-paced environment, communicates clearly, and is passionate about delivering an exceptional customer journey across our