Support Engineer

Freshpaint; United States; Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Competitive pay + generous equity

Half‑day Fridays

16 weeks fully paid parental leave

Flexible PTO with a 2-week minimum

Top-tier health, dental & vision

Engaging company offsites

Job summary

Freshpaint seeks a Support Engineer to join our privacy‑first data platform team. You’ll troubleshoot a complex product, read code, and resolve issues end‑to‑end, collaborating with Engineering, Customer Success, and Product to elevate the customer experience.

You’ll work across Go, TypeScript, and SQL, helping healthcare teams move fast and safely while surfacing insights to improve the product and support processes.

Qualifications

• 2+ years in technical support, solutions engineering, or software engineering.
• 2+ years in a customer-facing role.
• Ability to read and write code (Go or TypeScript preferred).
• Experience debugging across frontend and backend systems.
• Strong analytical and problem-solving skills with a self-service mindset.
• Clear, effective communication across audiences.

Responsibilities

• Own and drive customer issues to resolution end-to-end.
• Troubleshoot and resolve complex technical issues across the stack.
• Investigate application behavior using Go, TypeScript, and SQL.
• Analyze system architecture and code to identify root causes.
• Partner with Engineering, Customer Success, and Account teams.
• Support customers across onboarding and ongoing usage.
• Communicate technical issues clearly to technical and non-technical audiences.
• Create and maintain internal runbooks and customer-facing documentation.
• Surface customer feedback to inform product improvements.

Skills

Go

TypeScript

SQL

Customer-facing skills

Problem solving

Communication

Organizational skills

Tools

SQL & Databases

Scripting (Python/Shell)

Ticketing systems

Job description

About Freshpaint:

Healthcare is a $4+ trillion industry in the U.S. alone, and it’s undergoing a rapid digital transformation.

Hospitals, digital health companies, and life sciences organizations rely on analytics and advertising tools to reach patients, measure performance, and grow. But those tools weren’t built for regulated healthcare data. That creates real compliance risk and forces teams to choose between growth and privacy.

Freshpaint eliminates that trade‑off.

We’re a privacy‑first data platform that helps healthcare organizations use modern marketing and analytics tools without exposing protected health information (PHI). Freshpaint sits between a company’s website or app and the third‑party tools they use, automatically detecting and controlling sensitive data before it’s shared.

In short: we let healthcare teams move fast, safely.

Backed by Top Investors

Freshpaint is backed by some of the most respected names in technology, including:

• Y Combinator (OpenAI, Stripe, Airbnb, Coinbase, DoorDash)

• Intel Capital (Broadcom, Astera Labs, VMware, RedHat, MongoDB)

We’ve raised tens of millions of dollars in funding to build the privacy infrastructure layer for healthcare’s digital future.

Who We’re Looking For

We’re looking for a Support Engineer who thrives at the intersection of customer experience and deep technical problem‑solving. You’re someone who enjoys digging into complex systems, reading code, and figuring out how things work under the hood to resolve customer issues. You take full ownership from first report to final resolution, and you’re driven to not just fix problems, but to improve the overall customer experience. You’re an empathetic communicator who can translate technical details clearly, and a proactive partner who surfaces insights to improve the product and support processes.

What You’ll Be Doing

In this role, you’ll serve as a frontline technical expert, helping customers navigate and troubleshoot a complex product. You’ll investigate issues by working directly in the codebase and across systems, using tools like Go, TypeScript, and SQL to identify root causes and deliver solutions. You’ll collaborate closely with Engineering, Customer Success, and Product to resolve issues, improve workflows, and advocate for customer needs. Your work will directly shape both the customer experience and the evolution of the product.

Primary Responsibilities

• Own and drive customer issues to resolution end‑to‑end

• Troubleshoot and resolve complex technical issues across the stack

• Investigate application behavior using Go, TypeScript, and SQL

• Analyze system architecture and code to identify root causes

• Partner cross‑functionally with Engineering, Customer Success, and Account teams

• Support customers across the full lifecycle, including onboarding and ongoing usage

• Communicate technical issues clearly to both technical and non‑technical audiences

• Create and maintain internal runbooks and customer‑facing documentation

• Surface customer feedback and insights to inform product improvements

Desired Skills & Experience

• 2+ years in a technical support, solutions engineering, or software engineering role

• 2+ years in a customer‑facing position

• Ability to read and write code (Go, JavaScript/TypeScript preferred)

• Experience troubleshooting across frontend and backend systems

• Strong analytical and problem‑solving skills with a self‑service mindset

• Clear and effective communicator across a range of audiences

• Highly organized, able to manage multiple issues and priorities simultaneously

• Customer‑first mindset with strong empathy and ownership

• Familiarity with databases & SQL

Nice to Haves

• Familiarity with debugging production environments

• Experience working with SQL and data‑heavy systems

• Background collaborating closely with Product and Engineering teams

• Contributions to technical documentation, help centers, or knowledge bases

Perks & Benefits

We take care of our team—here’s a peek at what you get when you join:

• Competitive pay + generous equity

• Half‑day Fridays, every Friday

• 16 weeks fully paid parental leave (eligible after 6 months; commission‑based roles receive 100% base salary during leave)

• Flexible PTO with a required 2‑week minimum

• Top‑tier health, dental & vision (100% covered for you, 80% for dependents)

• Intentional & engaging company offsites (past trips: Arizona, Jackson Hole, Nashville, New Orleans & more)

And more! Check out our careers page for the full list.