Support Engineer

Ladders; United States; Remote; USD 113,000 - 153,000; Full time

Benefits offered by this job

Equity participation

Comprehensive medical coverage

Annual HSA employer contribution

100% dental, vision, life and disa-bil

Parental leave

Flexible paid time off

Home office setup allowance

Monthly reimbursement

Well-being stipend

One Medical membership

Job summary

Ladders is seeking a Support Engineer for a remote role based in the United States. You will act as a technical partner for internal teams and customers, resolving escalations and improving support at scale.

You will work with Support, Success, Onboarding, and Engineering to improve product reliability, anticipate issues in development, and build automations and tools to streamline the CX team. This position emphasizes hands-on growth and cross-functional impact.

Qualifications

• 4+ years in technical support, solutions engineering, or customer-facing engineering at a fast-paced SaaS company.
• Deep knowledge of SQL, APIs (REST, cURL, Postman), and debugging methods; experience with Python or JavaScript preferred.
• Proven track record of owning technical areas or systems end to end, including escalations and documentation.
• Familiarity with sprint planning and engineering rituals, translating supportability concerns into actionable insights.
• Ability to identify patterns in incidents and drive preventative improvements based on customer impact and business needs.
• Strong communication skills to simplify complex technical concepts for diverse audiences.

Responsibilities

• Resolve top-tier technical escalations and ensure thorough follow-through.
• Assist developers with API and developer environment support requests.
• Collaborate with Support, Success, Onboarding, and Engineering teams to enhance customer experiences.
• Engage in the development cycle to identify supportability issues before feature launches.
• Become the go-to expert for specific domains within the platform.
• Dedicate time weekly to build tools, scripts, and automations for the CX team.
• Create internal tools to scale Product Support without frequent engineering involvement.

Skills

SQL

APIs (REST)

Python

JavaScript

End-to-end ownership

Tools

Postman

cURL

REST APIs

Job description

For our client, we are seeking a Support Engineer to join the team of a leader in the Technical Services space.

This role will serve as a key technical partner for internal teams and customers, resolving complex escalations while improving the support experience at scale. You will work closely with Support, Success, Onboarding, and Engineering to strengthen product reliability, identify issues earlier in the development cycle, and turn recurring problems into durable process and tooling improvements. The position also calls for a hands-on builder who can create automations, scripts, and internal tools that make the support organization more efficient and effective.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $113,000 – $153,000 annually

Responsibilities

• Resolve top-tier technical escalations and ensure thorough follow-through
• Assist developers with API and developer environment support requests
• Collaborate with Support, Success, Onboarding, and Engineering teams to enhance customer experiences
• Engage in the development cycle to identify supportability issues before feature launches
• Become the go-to expert for specific domains within the platform
• Dedicate time weekly to build tools, scripts, and automations for the CX team
• Create internal tools to scale Product Support without frequent engineering involvement

Qualifications

• 4+ years in technical support, solutions engineering, or customer-facing engineering at a fast-paced SaaS company
• Deep knowledge of SQL, APIs (REST, cURL, Postman), and debugging methods; experience with Python or JavaScript preferred
• Proven track record of owning technical areas or systems end to end, including escalations and documentation
• Familiarity with sprint planning and engineering rituals, translating supportability concerns into actionable insights
• Ability to identify patterns in incidents and drive preventative improvements based on customer impact and business needs
• Strong communication skills to simplify complex technical concepts for diverse audiences
• Growth mindset with a passion for continuous improvement in a fast-growing environment

Benefits

• Competitive base pay and performance bonus eligibility
• Equity participation for all full-time employees
• Comprehensive medical coverage with significant premium support for employees and dependents
• Annual $1,200 HSA employer contribution for eligible plans
• 100% coverage for dental, vision, life, and disability insurance
• 12 weeks of fully paid U.S. parental leave for all new parents
• Flexible paid time off and 10 U.S. company holidays
• Fully remote work with home office setup allowance and monthly reimbursement
• Quarterly $200 well-being and industry connection stipend
• Additional perks like One Medical membership and Employee Assistance Program

Our client is an equal opportunity employer.