Support Engineer

HookedCRM; Columbia (MD); On-site; USD 65,000 - 105,000; Full time

Job summary

HookedCRM is seeking a Support Engineer to be the technical voice behind our customer experience, working directly with customers to diagnose issues, ship fixes, and feed real-world signal back into our product roadmap.

This role sits at the intersection of customer success and engineering — equal parts problem-solving, communication, and technical depth. You will collaborate with product and engineering to resolve issues and build knowledge base playbooks.

Qualifications

• 2+ years in a technical support, solutions engineering, or customer-facing engineering role.
• Comfortable reading code in a modern web stack (TypeScript, React, Node).
• Strong written communication — clear, calm, and customer-empathetic.
• Familiarity with HTTP, REST, SQL, and browser dev tools.
• Experience with a ticketing/CRM system (Hooked, Zendesk, Intercom, etc.).

Responsibilities

• Resolve customer issues end-to-end, from intake to root cause.
• Reproduce, document, and triage bugs against the product backlog.
• Write internal tooling and scripts to speed up debugging.
• Build customer-facing knowledge base articles and playbooks.
• Partner with engineering to drive recurring issues to resolution.
• Surface trends in support data to product and design.

Skills

Technical support experience

Customer-facing engineering

Written communication

HTTP/REST/SQL knowledge

Web stack familiarity (TypeScript, UI)

Tools

Zendesk

Intercom

HookedCRM

Browser dev tools

Job description

Overview

Hooked is looking for a Support Engineer to be the technical voice behind our customer experience. You will work directly with customers to diagnose issues, ship fixes, and feed real-world signal back into our product roadmap.

This role sits at the intersection of customer success and engineering — equal parts problem-solving, communication, and technical depth.

What You'll Do

• Resolve customer issues end-to-end, from intake to root cause
• Reproduce, document, and triage bugs against the product backlog
• Write internal tooling and scripts to speed up debugging
• Build customer-facing knowledge base articles and playbooks
• Partner with engineering to drive recurring issues to resolution
• Surface trends in support data to product and design

What We're Looking For

• 2+ years in a technical support, solutions engineering, or customer-facing engineering role
• Comfortable reading code in a modern web stack (TypeScript, React, Node)
• Strong written communication — clear, calm, and customer-empathetic
• Familiarity with HTTP, REST, SQL, and browser dev tools
• Experience with a ticketing/CRM system (Hooked, Zendesk, Intercom, etc.)

Nice to Have

• Experience supporting B2B SaaS products
• Background in telephony, VoIP, or contact-center software
• Comfort with Postgres, Redis, or AWS troubleshooting

Why This Role

• Direct impact on customer retention and product quality
• Cross-functional exposure to product, design, and engineering
• Clear path into product, engineering, or customer success leadership