Support Engineer Columbia, MD

Hooked CRM; Columbia (MD); On-site; USD 50,000 - 75,000; Full time

Job summary

Hooked CRM is seeking a Support Engineer to enhance customer experience by resolving issues and providing insights into product improvements. This role requires strong technical skills and an ability to communicate effectively with customers.

The ideal candidate will have at least 2 years of experience in technical support, familiarity with modern web stacks, and excellent communication skills. If you are passionate about customer relations and technical problem-solving, apply now to join our team in Columbia, MD!

Qualifications

• Minimum of 2 years in a technical support or solutions engineering role.
• Strong ability to read and understand code.
• Clear written communication and customer empathy.

Responsibilities

• Resolve customer issues from intake to root cause.
• Document and triage bugs against the product backlog.
• Write internal tools to improve debugging processes.
• Build customer-facing knowledge base articles.

Skills

Technical support experience

TypeScript

React

Node

Written communication

HTTP/REST

SQL

Ticketing/CRM system

Job description

# Support EngineerLocation: Columbia, MDEmployment type: Full TimeCompensation: $50k - $75kLocation Type: On-siteJob InformationApplication## OverviewHooked is looking for a Support Engineer to be the technical voice behind our customer experience. You will work directly with customers to diagnose issues, ship fixes, and feed real-world signal back into our product roadmap.This role sits at the intersection of customer success and engineering — equal parts problem-solving, communication, and technical depth.## What You'll Do* Resolve customer issues end-to-end, from intake to root cause* Reproduce, document, and triage bugs against the product backlog* Write internal tooling and scripts to speed up debugging* Build customer-facing knowledge base articles and playbooks* Partner with engineering to drive recurring issues to resolution* Surface trends in support data to product and design## What We're Looking For* 2+ years in a technical support, solutions engineering, or customer-facing engineering role* Comfortable reading code in a modern web stack (TypeScript, React, Node)* Strong written communication — clear, calm, and customer-empathetic* Familiarity with HTTP, REST, SQL, and browser dev tools* Experience with a ticketing/CRM system (Hooked, Zendesk, Intercom, etc.)## Nice to Have* Experience supporting B2B SaaS products* Background in telephony, VoIP, or contact-center software* Comfort with Postgres, Redis, or AWS troubleshooting## Why This Role* Direct impact on customer retention and product quality* Cross-functional exposure to product, design, and engineering* Clear path into product, engineering, or customer success leadershipApply now