Support Engineer - AI-Powered SaaS, Remote (BD)

Smartly, Inc; United States; Remote; USD 12,000 - 15,000; Full time

Benefits offered by this job

Festival bonuses

Paid time off

Work-from-home allowance

Equipment provided

Job summary

Bonusly is seeking a Support Engineer to deliver exceptional customer experiences by investigating issues and offering thoughtful solutions. You will work with AI-driven tools, config integrations (Okta, SFTP, ADP, Workday, BambooHR, Merge), and collaborate with Product Engineering to diagnose and fix bugs.

Ideal candidates have 4+ years of live customer support experience, strong English communication, and curiosity about SaaS systems and AI-powered support.

Qualifications

• 4+ years of relevant work experience.
• Past experience in live customer support required.
• Bachelor’s degree or equivalent.ability to read logs and navigate dev tools.

Responsibilities

• Respond to customers via phone, email, chat, and video when needed.
• Configure integrations with vendors such as Okta, SFTP, ADP, Workday, BambooHR, Merge.
• Collaborate with Product Engineering to diagnose root causes and fix issues.
• Tune the AI agent to improve frontline support and provide guidance.

Skills

Customer support

English proficiency

Problem solving

Autonomy

AI curiosity

Education

Bachelor's degree

Tools

Datadog

Snowflake

JSON payloads

Job description

Bonusly is seeking a Support Engineer to deliver exceptional customer experiences by investigating issues and offering thoughtful solutions. You will work with AI-driven tools, config integrations (Okta, SFTP, ADP, Workday, BambooHR, Merge), and collaborate with Product Engineering to diagnose and fix bugs.

Ideal candidates have 4+ years of live customer support experience, strong English communication, and curiosity about SaaS systems and AI-powered support.