Support Engineer — SaaS AI, Fast-Paced, Equity

Rox Data Corp; San Francisco (CA); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Equity upside

Health Insurance

Job summary

Rox Data Corp in San Francisco is seeking a Support Engineer to unblock customers when issues arise in the product. You’ll be the front line for product support: triage, reproduce, resolve, and communicate with clarity and urgency.

This is a technical, customer-facing role. You’ll work tickets and escalations across integrations, workflows, agents, and core platform behavior, collaborating with Growth Strategists, FDEs, CSMs, and Engineering to move severe issues quickly and turn recurring

Qualifications

• 2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaS.
• Strong troubleshooting across SaaS apps, APIs, identity, and data integrations.
• Clear written communication; provide status, next steps, and owner in updates.
• Experience with CRM stacks (Salesforce, HubSpot) is a plus.
• Familiarity with SQL or scripting for data investigation is a plus.
• Bias toward documentation and automation; avoid repetitive fixes.

Responsibilities

• Own the customer product support queue end to end: intake, triage, reproduction, resolution, and clear customer communication.
• Protect support SLAs, with faster handling for severe product-impairing issues.
• Debug issues across the Rox product surface, including integrations and data flows.
• Partner with FDEs and Growth Strategists on escalations without turning every ask into a custom build.
• Write and maintain public and internal docs so customers and teammates can self-serve.
• Capture recurring failure modes and feed actionable signal to Product and Engineering.
• Build lightweight tooling and playbooks to shrink time-to-resolution as volume grows.
• Represent Rox with calm, precision, and ownership in every customer touchpoint.

Skills

Technical support

SaaS

Troubleshooting

Communication

Log analysis

Customer empathy

Tools

Salesforce

HubSpot

SQL

Job description

Rox Data Corp in San Francisco is seeking a Support Engineer to unblock customers when issues arise in the product. You’ll be the front line for product support: triage, reproduce, resolve, and communicate with clarity and urgency.

This is a technical, customer-facing role. You’ll work tickets and escalations across integrations, workflows, agents, and core platform behavior, collaborating with Growth Strategists, FDEs, CSMs, and Engineering to move severe issues quickly and turn recurring