Support Engineer

TeamSnap; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

TeamSnap is seeking a Support Engineer to connect engineering and customer support. This role requires problem-solving skills to handle technical escalations and improve internal processes. With a focus on collaboration, the position allows for significant contributions to product enhancement while working remotely.

Benefits

Unlimited PTO

100% premium coverage of medical/dental/vision

$1,500 annual learning stipend

401K plan

Generous home office allowance

Qualifications

• 2+ years of experience in software engineering.
• Proficient in SQL and at least one scripting language.
• Strong collaboration skills across teams.

Responsibilities

• Triage and resolve high-priority support escalations.
• Investigate and debug complex Tier 2/3 issues.
• Design and build internal support tools and automation.

Skills

SQL

Bash

JavaScript

Collaboration

Education

Software Engineering Experience

Tools

HelpScout

Zendesk

Intercom

Jira

Confluence

DataDog

Sentry

Honeybadger

Job description

About Us

At TeamSnap, we believe when the world connects through sports; the world becomes better. TeamSnap is a sports and communication platform dedicated to taking the work out of play in youth sports. We also believe our jobs should excite us, our teammates should support us and our bosses should inspire us. We empower our people to bring big ideas and tiny egos, landing us on Outside Magazine’s list of “Best Places to Work" and Built In’s “100 Best Remote-First Places to Work."

TeamSnap is seeking a Support Engineer to bridge the gap between Engineering and Customer Support. This role is ideal for someone with development experience who thrives in a fast-paced environment and can lead technical investigations, execute minor code/database changes, and build internal tooling to unblock high-impact issues.

The Support Engineer will help translate support team needs and emerging customer patterns into technical fixes, tooling enhancements, and long-term product improvements. This role will directly report to the Senior Quality Assurance Manager with cross functional stakeholders including Product, Engineering, and Customer Experience.

Key Responsibilities:

• Triage and resolve high-priority support escalations by executing lightweight engineering tasks such as database updates, configuration changes, and minor code fixes
• Investigate and debug complex Tier 2/3 issues escalated from both organizational and consumer-facing support teams
• Work closely with Product and Engineering teams to validate bugs, identify root causes, and drive fast, effective resolutions
• Design and build internal support tools, automation, and AI-powered systems that increase agent productivity and reduce incoming ticket volume
• Own and maintain scripts and workflows used for customer remediations such as backfills, data corrections, or account cleanup operations
• Author and maintain clear, reliable runbooks and technical documentation to support consistent and scalable incident response
  
  
  

Qualifications:

• 2+ years of hands-on software engineering experience - you're comfortable reading, writing, and debugging code
• Proficient in SQL and at least one scripting language (e.g. JavaScript, Bash, etc.), with the ability to write clean, maintainable scripts to automate tasks, troubleshoot issues, and analyze data
• Experience working with SaaS platforms and tools like HelpScout, Zendesk, Intercom, Jira, Confluence
• Familiarity with debugging tools and logs (e.g., DataDog, Sentry, Honeybadger, etc.) to trace issues across services
• A solid understanding of how engineering decisions impact the customer, with the ability to prioritize tasks based on technical urgency and business value
• Strong collaboration skills with cross-functional teams including Engineering, QA, and Product
  
  
  

Got cold feet? If you’re thinking you don’t meet 100% of the above qualifications, you should still seriously consider applying. We’re all humans with special talents that go beyond what’s listed here.

Compensation

We’re committed to equitable compensation for all TeamSnappers. The minimum starting point for this role is $80,000, inclusive of base and commission, with comp updated based on multiple factors. Our comp is highly competitive in our space and we adjust overall comp based on relevant experience, skills, certifications, and geographic location.

Location

TeamSnap is a fully remote company, so you need to be very comfortable working with people who aren’t in the same time zone as you. We are always expanding, but there is a small list of states we do not hire in, including Alabama, Alaska, Delaware, District of Columbia, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Rhode Island, South Dakota and West Virginia and while we love all parts of the world, we can only hire permanent US residents at this time.

Opportunities to Grow

At TeamSnap, we work hard to provide a culture of trust, accountability, inclusivity, and boundless opportunities to grow, along with the chance to make a lasting impact and have some fun while doing it.

Total Rewards

• We're proud to be remote-first. We've been remote since 2009, long before COVID made it cool
• Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary)
• 100% premium coverage of medical/dental/vision for you and your family
• 401K to help you invest for the future
• $1,500 annual learning and development stipend
• Travel to fun locations for all-company meetings and team events
• Generous home office allowance to set you up for success
• TeamSnap SWAG to our store upon starting and a $50 credit on every work anniversary thereafter
• A monthly stipend reimbursement for health & wellness and so much more!
• TeamSnap Total Rewards
  
  
  

Working at TeamSnap

At TeamSnap, you're not a culture fit, you're a culture add. Check out our Culture Playbook and learn how we succeed at being remote-first, what makes our company so unique, and how we're inspired by our people, our customers, and our values.

Inclusion and Diversity

Creativity and innovation can't thrive when we're cookie-cutter images of each other. We’re quickly growing more diverse, but there's always room for improvement. We are committed to inclusion and diversity at TeamSnap, and we hold ourselves accountable for building an environment where everyone feels valued. If you need any disability-related adaptation during the recruitment process, just let us know! We are an Equal Employment Opportunity Employer.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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