Technical Support Engineer

Jobtailor; Boston (MA); On-site; USD 65,000 - 95,000; Full time

Job summary

Jobtailor is seeking a technically skilled Customer Support Engineer to work directly with customers, troubleshoot complex issues, and educate users on optimal product usage in Boston. You will collaborate with developers and cross-functional teams to improve product adoption and reliability.

The role emphasizes customer obsession, strong communication, and problem-solving skills, with opportunities to contribute to knowledge bases and scale tooling. Flexibility for after-hours support is valued.

Qualifications

• At least 2 years of experience in technical support or a similar, customer-facing technical role.
• Business fluency in spoken and written English.
• Experience with modern ticketing and customer support systems.
• Strong debugging and problem-solving abilities.
• Nice to have programming or scripting language experience.
• Familiar with code review processes and tools.
• Familiar with observability, RCA, and debugging practices and tools.
• Knowledge of modern software development practices and version control ecosystems.
• Familiar with customer success, sales and professional services.
• Bachelor’s degree in CS, Engineering, Math, or related field (Nice to Have).

Responsibilities

• Troubleshoot, debug, reproduce and resolve complex technical issues with customers.
• Educate customers on optimal product usage to maximize value.
• Set up Zoom calls to resolve issues and drive product adoption.
• Support customer success and sales on retention and expansion motions.
• Collaborate with developers to identify defects and improvement opportunities.
• Improve serviceability by testing new features and building scale tools.
• Provide an analysis of the customer base to mitigate risks in the install base.
• Advise on product changes with development teams based on customer feedback.
• Develop and contribute to knowledge bases and drive continuous improvement.
• Provide support on weekdays and off-hours on a rotating basis.

Skills

Excellent communication

Problem solving

Customer obsession

Troubleshooting

Team collaboration

Education

Bachelor's degree in CS

Bachelor's degree in Engineering

Bachelor's degree in Mathematics

Tools

Ticketing systems

Observability tools

Code review tools

Version control systems

Job description

• Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues
• Educate customers on the best product usage, ensuring they maximize the value out of it
• Setup Zoom calls with customers to resolve issues, improve their experience, and enhance product adoption
• Support the customer success and sales teams on sales, retention, and expansion motions
• Work with our developers to identify defects and opportunities for product improvement
• Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure
• Provide an analysis of our existing customer base to avoid and minimize risks in the install base
• Define and inspire changes to our product with our development engineering team based on feedback from customers and customer usage
• Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do
• Provide support on weekdays and off-hours on an as‑needed and scheduled rotational basis

Requirements

• At least 2 years of experience in technical support, software engineering, or another customer‑facing, technical role
• Excellent communication skills: business fluency in spoken and written English
• Customer Obsession: a passion to deliver a high‑quality customer experience
• Experience with modern ticketing and customer support systems
• Excellent problem‑solving skills with the ability to debug complex technical issues.
• Proficiency in at least one programming or scripting language (Nice to Have)
• Experience with code review processes and tools (Nice to Have)
• Familiarity with observability, RCA, and debugging practices and tools (Nice to Have)
• Strong understanding of modern software development practices, version control systems, and the software development ecosystem (Nice to Have)
• Knowledge of customer success, sales, and professional services (Nice to Have)
• Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field (Nice to Have).

Core Competencies

Demonstrates strong technical support capabilities with a focus on troubleshooting, debugging, and enhancing customer experience. Proficient in customer success strategies and familiar with modern software development practices.

Highest‑signal resume keywords

• Technical Support Experience
• Excellent Communication Skills
• Problem‑Solving Skills
• Customer Success Knowledge
• Proficiency in Programming or Scripting Language

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Debugging
• Software Development Practices
• Code Review Processes
• Version Control Systems

Soft Skills

• Customer Obsession
• Excellent Communication

Certifications & Qualifications

• Bachelor’s Degree in Computer Science
• Bachelor’s Degree in Engineering
• Bachelor’s Degree in Mathematics

Industry Keywords

• Customer Success
• Sales
• Professional Services

Tools & Technologies

• Ticketing Systems
• Customer Support Systems
• Observability Tools
• RCA Practices