Support Engineer

LandEarly; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

LandEarly is seeking a Technical Support Engineer to help users maximize value from our web app, browser extension, and mobile experience. You will troubleshoot issues, reproduce bugs, and craft clear reports for engineering.

You will explain technical concepts to non-technical users, manage ticket queues, and contribute to knowledge base, documentation, and incident communications with product and engineering teams.

Qualifications

• Experience in a technical support or help desk role for web/mobile SaaS products.
• Strong written communication and the ability to explain technical issues clearly to non-technical users.
• Comfort reading logs, using browser developer tools, and working with support platforms.

Responsibilities

• Respond to customer support tickets via email and in-app channels, diagnosing issues.
• Reproduce reported bugs, collect logs, and file actionable reports for engineering.
• Explain technical concepts clearly to non-technical users.
• Track recurring issues and flag trends to prioritize fixes.
• Maintain and improve internal documentation and help center articles.
• Collaborate with engineering and product during incidents to communicate status.

Skills

Technical support

Written communication

Log and debugging

Web apps knowledge

Tools

Ticketing systems

Job description

LandEarly is looking for a Technical Support Engineer to help our users get the most out of the product and to resolve technical issues quickly and clearly. You'll work directly with job seekers using our web app, browser extension, and mobile experience, troubleshooting problems, escalating bugs to engineering, and helping shape a better support experience as the product grows.

What you'll do

• Respond to customer support tickets and inquiries across email and in-app channels, diagnosing and resolving technical issues
• Reproduce reported bugs, gather logs and diagnostic detail, and file clear, actionable reports for the engineering team
• Explain technical concepts (integrations, account syncing, application submission flows) in plain language for non-technical users
• Track recurring issues and trends, and flag patterns to product and engineering to help prioritize fixes
• Maintain and improve internal documentation, macros, and help center articles to speed up resolution time
• Partner with engineering and product teams during incidents to communicate status and next steps to affected users

What we're looking for

• Experience in a technical support, customer support engineering, or help desk role, ideally supporting a web or mobile SaaS product
• Strong written communication skills and the ability to explain technical issues clearly to non-technical users
• Comfort reading logs, using browser developer tools, and working with support/ticketing platforms
• Basic understanding of how web applications work (APIs, browsers, authentication, common error states)
• Ability to prioritize and manage a queue of tickets with varying urgency
• A calm, patient, solutions-oriented approach when working with frustrated users

Nice to have

• Familiarity with applicant tracking systems (e.g., Greenhouse, Lever, Ashby, Workable)
• Experience with SQL or basic scripting for troubleshooting
• Prior experience at an early-stage or fast-growing software company