Senior Technical Support Engineer - Remote SaaS

Menlo Ventures; United States; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible PTO

Health insurance plans (medical, dental, vision)

Monthly stipend for phone and internet

401k

Home office stipend

Job summary

Menlo Ventures is looking for a Technical Support Engineer to enhance customer experience through timely issue resolution and documentation management. The ideal candidate will thrive in a dynamic SaaS environment and be passionate about delivering high-quality support.

Your role will include managing support tickets, collaborating cross-functionally with product teams, and creating resources for self-service. Join us for a rewarding position that emphasizes customer success!

Qualifications

• 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment.
• Strong troubleshooting and problem-solving skills across web-based applications and integrations.
• Proficient in empathetic communication.

Responsibilities

• Manage the incoming support tickets and inquiries through our ticketing system.
• Collaborate with R&D and Product for bugs and UX improvements.
• Provide clear updates to customers on progress.

Skills

Troubleshooting and problem-solving

Empathetic communication

Familiarity with REST APIs

Proficiency in SQL

Networking concepts and protocols

Browser dev tools

Ticketing systems (e.g., Zendesk, Jira)

Tools

Kibana

Notion

Confluence

Job description

Menlo Ventures is looking for a Technical Support Engineer to enhance customer experience through timely issue resolution and documentation management. The ideal candidate will thrive in a dynamic SaaS environment and be passionate about delivering high-quality support.

Your role will include managing support tickets, collaborating cross-functionally with product teams, and creating resources for self-service. Join us for a rewarding position that emphasizes customer success!