Support Engineer

Monalee; United States; Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Fully remote work

Stock options

Health benefits

Paid time off

Annual tech allowance

Professional development

Job summary

Artemis is seeking an experienced Support Engineer (L2) to act as the primary technical responder on assigned shifts. You will assist L1, run investigations, and ship fixes end-to-end, while collaborating with Engineering, Product, and Customer Success.

The role offers fully remote work, stock options, health benefits, PTO, and a yearly tech allowance to support continuous development.

Qualifications

• 5+ years in an engineering or technical support role in a B2B SaaS environment.
• Fluency with modern web stack (Next.js, React, Node.js, JavaScript/TypeScript).
• Working knowledge of SQL and a scripting language (Python, Bash or similar).
• Experience with testing/monitoring tools like Postman, PostHog, CloudWatch or Sentry.
• Experience with support ticketing systems (Zendesk, Jira, Linear or similar).
• Strong written communication and ability to explain technical problems to customers and engineers.
• Thrives in a fast-moving startup with shifting priorities and ambiguity.
• Hands-on experience with AI development tools for investigation and fixes.

Responsibilities

• Serve as primary technical responder on assigned support shifts (L2).
• Support L1 reps with technical context, reproduction steps, and unblock conversations.
• Run technical investigations and ship bug fixes end-to-end.
• Escalate to L3 when deeper investigation is needed and time-box digs.
• Identify recurring issues and propose broader fixes and metrics.
• Partner with Customer Success and Product to turn context into fixes.
• Document findings and write knowledge-base articles to improve the codebase.

Skills

Next.js

React

Node.js

JavaScript/TypeScript

SQL

Scripting

AI development tools

Tools

Postman

PostHog

CloudWatch

Sentry

Zendesk

Jira

Linear

Job description

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 elevate 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.


• Comfortable in a modern web stack — Next.js, React, Node.js, JavaScript/TypeScript, or similar.


• 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.


• Health benefits.


• Paid time off and vacations.


• Annual tech allowance.


• Professional development through courses, seminars, and certifications.

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