SaaS Support Engineer: Troubleshooter for Users

LandEarly; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

LandEarly is seeking a Technical Support Engineer to help users maximize value from our web app, browser extension, and mobile experience. You will troubleshoot issues, reproduce bugs, and craft clear reports for engineering.

You will explain technical concepts to non-technical users, manage ticket queues, and contribute to knowledge base, documentation, and incident communications with product and engineering teams.

Qualifications

• Experience in a technical support or help desk role for web/mobile SaaS products.
• Strong written communication and the ability to explain technical issues clearly to non-technical users.
• Comfort reading logs, using browser developer tools, and working with support platforms.

Responsibilities

• Respond to customer support tickets via email and in-app channels, diagnosing issues.
• Reproduce reported bugs, collect logs, and file actionable reports for engineering.
• Explain technical concepts clearly to non-technical users.
• Track recurring issues and flag trends to prioritize fixes.
• Maintain and improve internal documentation and help center articles.
• Collaborate with engineering and product during incidents to communicate status.

Skills

Technical support

Written communication

Log and debugging

Web apps knowledge

Tools

Ticketing systems

Job description

LandEarly is seeking a Technical Support Engineer to help users maximize value from our web app, browser extension, and mobile experience. You will troubleshoot issues, reproduce bugs, and craft clear reports for engineering.

You will explain technical concepts to non-technical users, manage ticket queues, and contribute to knowledge base, documentation, and incident communications with product and engineering teams.