Support Engineer

Mona Lee; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Fully remote work

Stock options

Paid time off

Professional development

Job summary

Artemis is a venture-backed climate tech company accelerating solar, storage, EV charging, and home improvements through AI-powered proposals and a streamlined sales process. We seek a seasoned L2 Support Engineer to investigate technical issues, ship fixes, and unblock L1 teams across Engineering, Product, and Customer Success.

You’ll work on a tech-forward stack in a fast-growing startup, collaborating with cross-functional partners to improve system reliability, documentation, and customer

Qualifications

• 5+ years of experience in an engineering or technical support role in a B2B SaaS environment.
• Working knowledge of SQL and a scripting language (Python, Bash, or similar).
• Hands-on with testing and monitoring tools like Postman, PostHog, CloudWatch, Sentry, or equivalents.
• Experience with support ticketing systems (Zendesk, Jira, Linear, or similar).

Responsibilities

• Serve as the primary technical responder on your assigned support shifts — this is an L2 role, so most tickets reach you via escalation from L1, not directly from customers.

Skills

5+ years in engineering/technical |1

SQL

Python or Bash scripting

Strong written communication

Tools

Zendesk

Jira

Postman

CloudWatch

Sentry

Job description

At Artemis ( artemispower.com ), we're on a mission to accelerate the adoption of solar, storage, EV charging, and home improvements by making them more accessible, transparent, and affordable. Founded in 2022, we're a venture-backed climate tech company using machine learning and AI to reinvent how homeowners upgrade their homes — a market orders of magnitude bigger than solar alone. Our platform generates instant, accurate proposals and streamlines the sales process for homeowners and installers alike.

We're a fast-growing, dynamic startup moving quickly — shipping new products, entering adjacent categories, and expanding the platform every quarter. If you want broad surface area, fast feedback loops, and real ownership, this is the place.

Our values

• Challenge Assumptions. Creatively find better ways of working.
• Stop, Look, Listen, and Smell. Pay attention before you act — gather context, read the room.
• Move Fast. Thoughtfully prioritize work.
• Be Scrappy. View problems as opportunities; stay lean.
• Always be Learning. Stay curious; invest in your craft.
• Do the Right Thing. Keep commitments, close the loop.

The role

Support Engineers sit at L2 in our support stack — L1 (Technical Support Representatives) handle direct customer contact, you're the technical responder they lean on, and L3 (senior engineers) is where you escape when a problem needs deeper investigation. You'll run technical investigations, ship bug fixes, and keep L1 unblocked so customers stay unblocked. Because support touches every part of the product, you'll build broad familiarity across the codebase and work closely with Engineering, Product, and Customer Success.

The shift for this position is 3PM-11PM ET weekdays, with on-call every other Saturday 10am-3pm ET.

Key responsibilities

• Serve as the primary technical responder on your assigned support shifts — this is an L2 role, so most tickets reach you via escalation from L1, not directly from customers.
• Support our L1 Technical Support Representatives with technical context, reproduction steps, and answers that unblock their customer conversations.
• Run technical investigations on escalated issues and ship bug fixes end-to-end — scrappy, not sloppy.
• Escalate to L3 (senior engineers) when a problem needs deeper investigation, and time‑box your own digs.
• Identify recurring issues across tickets, propose broader fixes, and suggest metrics that improve visibility on high‑impact problems.
• Partner with Customer Success and Product to turn customer context into the right fix.
• Document findings, write knowledge‑base articles, and leave the code better than you found it.

Required qualifications

• 5 + years of experience in an engineering or technical support role in a B2B SaaS environment.
• Working knowledge of SQL and a scripting language (Python, Bash, or similar).
• Hands‑on with testing and monitoring tools like Postman, PostHog, CloudWatch, Sentry, or equivalents.
• Experience with support ticketing systems (Zendesk, Jira, Linear, or similar).
• Strong written communication — you can explain a technical problem to both a customer and a senior engineer.
• Thrives in a fast‑moving, dynamic startup environment — comfortable with shifting priorities and ambiguity.
• Hands‑on experience with AI development tools and workflow (Cursor, Claude Code, or similar) for investigation, debugging, and shipping fixes faster.

What we offer

• Fully remote work.
• Stock options.
• Paid time off and vacations.
• Professional development through courses, seminars, and certifications.

Interested? Email your resume to [e-mail] — a short note on why you're drawn to the role helps us move fast.

Artemis is proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.