Support Engineer

Jobgether; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Healthcare coverage

Remote-first environment in the United

Equity participation

Job summary

Jobgether is seeking a Support Engineer based in the United States to deliver reliable technical support for a complex AI-first platform. You will handle customer inquiries, diagnose issues, and coordinate cross-team solutions while leveraging intelligent agents and automation to speed up investigations.

Join a team focused on improving documentation, workflows, and product enhancements, with opportunities to grow toward broader responsibilities in Solutions Engineering, Product, or Deployment

Qualifications

• Entry-to-mid-level professional experience in technical support, help desk, or related field.
• Proven ability to manage support requests from diagnosis to resolution and prevention.
• Experience building or implementing AI-powered solutions such as intelligent agents or automation.
• Familiarity with APIs, system logs, data mappings, SQL or ability to learn quickly.

Responsibilities

• Manage incoming support requests from direct customers and partner teams, prioritizing by urgency and SLAs.
• Troubleshoot platform configurations, APIs, integrations, logs, and data mappings to resolve issues.
• Escalate complex technical issues to Engineering with clear documentation and recommendations.
• Provide Tier 2/3 support to partner teams and improve partner-facing troubleshooting guides.
• Assist with onboarding and deployment activities to enable broader project delivery.
• Identify recurring issues and contribute to improved documentation and automated workflows.

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Support Engineer based in the United States.

As a Support Engineer, you will play a central role in ensuring customers receive reliable, responsive, and effective technical support throughout their experience with a technology platform. You will manage incoming support requests, investigate technical issues, troubleshoot integrations, and coordinate solutions across internal teams and external partners. Working in an AI-first support environment, you will leverage intelligent agents and automation to improve response times, streamline investigations, and enhance service quality. You will also serve as a dedicated technical contact for selected accounts, helping customers navigate complex operational and compliance-related challenges. Beyond resolving immediate issues, you will identify recurring problems and transform them into better documentation, automated workflows, and product improvements. This is an excellent opportunity for an ambitious, technically curious professional to develop hands-on expertise and grow toward broader responsibilities in Solutions Engineering, Product, or Deployment Strategy.

Accountabilities

• Technical Support and Queue Management:
  • Manage incoming support requests from direct customers and partner support teams, prioritizing tickets according to urgency, customer impact, contractual service-level agreements (SLAs), and account engagement levels.
  • Maintain clear ownership of every support request, ensuring each ticket has an assigned owner, defined next steps, and regular progress updates.
  • Monitor response and resolution times, customer satisfaction (CSAT), first-contact resolution rates, and recurring issue rates to maintain high support standards.
  • Take responsibility for issues requiring collaboration with other internal teams or external providers, ensuring effective follow-through until resolution.
• Technical Troubleshooting and Resolution:
  • Investigate and resolve technical issues involving platform configurations, APIs, integrations, system logs, and data mappings.
  • Identify whether problems originate from customer configurations or underlying product defects, test proposed solutions, and confirm successful recovery.
  • Escalate complex technical issues to Engineering with clear documentation, diagnostic evidence, and actionable recommendations.
  • Support customers during implementation and onboarding activities by resolving tactical technical issues and allowing deployment teams to focus on broader project delivery.
• Account and Partner Support:
  • Act as the primary technical support contact for assigned accounts, developing a strong understanding of their configurations, operational history, ongoing issues, and key stakeholders.
  • Identify potential account risks and improvement opportunities through support interactions and communicate relevant insights to account owners.
  • Provide Tier 2 and Tier 3 technical support to partner support teams, offering troubleshooting guidance and strengthening their technical capabilities.
  • Improve partner-facing troubleshooting documentation and ensure customer requests are routed through the appropriate partner channels while maintaining visibility over significant issues.
• Compliance Operations:
  • Support operational compliance processes, including I-9 and E-Verify recovery, reverification, Memorandum of Understanding (MOU) and web services configuration, and USCIS notice remediation.
  • Translate approved compliance guidance into practical customer support procedures and elevate situations requiring additional compliance expertise.
  • Ensure compliance-related issues are handled appropriately and remain within established responsibilities and authorization levels.
• AI, Automation, and Continuous Improvement:
  • Use AI-powered agents and automation tools to support ticket triage, technical investigations, reporting, and customer communications.
  • Review and validate AI-generated outputs, maintaining appropriate human oversight for consequential decisions and customer-impacting actions.
  • Monitor automation effectiveness and identify opportunities to improve efficiency without compromising accuracy or service quality.
  • Maintain and improve help center articles, training resources, Academy content, and internal troubleshooting runbooks.
  • Identify recurring support issues and turn them into improved documentation, automated workflows, or evidence-based product enhancement recommendations.

Requirements

• Entry-to-mid-level professional experience, with demonstrated achievements in technical support, help desk operations, customer operations, or a related field.
• A proven ability to manage support requests from initial diagnosis through resolution, recovery, and prevention.
• Strong organizational and prioritization skills, with the ability to manage multiple open tickets, competing deadlines, and changing priorities.
• Demonstrated experience building or implementing practical AI-powered solutions, such as intelligent agents, automations, tools, or workflows that deliver measurable efficiency improvements.
• Ability to explain how AI-based solutions were developed, tested, monitored, and improved, including how inaccurate outputs or technical issues were addressed.
• Technical curiosity and familiarity with APIs, system logs, data mappings, spreadsheets, and SQL, or the demonstrated ability to learn these technologies quickly.
• Strong troubleshooting, analytical, and problem-solving skills, with a genuine interest in identifying root causes rather than simply addressing symptoms.
• Excellent written and verbal communication skills, including the ability to provide clear technical updates, document investigations, and establish realistic customer expectations.
• A proactive, self-motivated approach, supported by examples of personal projects, entrepreneurial initiatives, GitHub contributions, or organizations and tools independently developed or managed.
• Demonstrated leadership potential, including the ability to take ownership of projects, coordinate others, and deliver results without requiring constant direction.
• Adaptability, openness to feedback, and a strong commitment to continuous learning and professional development.
• Willingness to provide occasional after-hours support when escalations require attention, with flexibility and appropriate coordination.
• Previous exposure to HR operations, staffing, high-volume recruitment, payroll, I-9, or E-Verify processes is an advantage.

Additional Role Expectations

• This is a technical support and operations position, not a sales, pre-sales, or account management role.
• The position does not involve sales quotas, renewal management, upselling, or ownership of new customer implementations.
• Candidates should be motivated by solving technical problems, improving AI-powered support capabilities, and developing toward more advanced technical responsibilities.

Benefits

• Competitive compensation: Attractive salary package based on experience and qualifications.
• Equity participation: Opportunity to receive equity in a fast-growing startup.
• Healthcare coverage: Medical, dental, and vision benefits.
• Retirement benefits: Access to retirement savings benefits.
• Remote work: Remote-first working environment within the United States.
• Flexible collaboration: Optional opportunities for in-person team collaboration.
• Professional development: Weekly one-on-one coaching, regular feedback, and ongoing support for career growth.
• Career progression: Opportunities to advance into Solutions Engineering, Deployment Strategy, Product, and other technical roles.
• AI innovation: Hands-on experience developing and improving AI agents, automated workflows, and intelligent support solutions.
• Broad technical exposure: Opportunity to gain in-depth knowledge of platform operations, customer onboarding, integrations, and compliance processes.