Technical Support Engineer

Socket.dev; Lehi (UT); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Open culture

Life insurance

Disability coverage

Parental leave

Fertility benefits

Vacation time

Medical benefits

401k

Swag drops

HQ gym

Onsite child care

Job summary

Podium is seeking a Technical Support Engineer to join our engineering-led team in Utah. You will own designated products, troubleshoot issues, push bug fixes, and report feedback to the product team as the 360-degree expert for those products.

You’ll work with Product, Support, Customer Success, Onboarding and other engineers to deliver high-quality service, drive customer value, and resolve issues while aligning with our Voice of the Customer goals.

Qualifications

• 1–3 years of experience in technical or product support roles.
• Customer-focused with strong empathy and ownership.
• Ability to drive innovation and improve processes in a fast-changing environment.
• Familiarity with modern web technologies and debugging tools.

Responsibilities

• Troubleshoot, document & resolve bugs using AI to create and merge PRs.
• Serve as escalation point, vetting product-related issues from customers.
• Develop feedback loops with the Product team.
• Create internal docs of products and processes.
• Maintain open communication with Customer Success and Product teams.
• Act as Voice of the Customer to improve products and processes.
• Collaborate with Podium teams on ad-hoc initiatives to enhance customer experience.
• Resolve escalated cases promptly while meeting SLAs.

Skills

Customer empathy

Tech support exp

AI tooling familiarity

APIs & JSON

Problem solving

Data-driven

Cross-functional collab

Ambiguity handling

Tools

APIs

JSON

Scripting

Job description

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.

In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.

Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.

Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.

Podium is seeking the next candidate to join our amazing Technical Support Engineer team. The Technical Support Engineer is a critically important role for Podium as we continually develop products and scale our customer service offerings. Sitting within our engineering department, your primary responsibilities are to own specific products from a technical perspective, troubleshoot, identify, and resolve issues by pushing bug fixes, and effectively reporting feedback and feature requests to the product team - the true 360-degree company expert in the given product(s).

You will work closely with cross-functional teams such as Product, Support, Customer Success, Onboarding, and other engineers to ensure we provide the highest level of service and resolution to our customers, aligned with the goals of being the overall Voice of the Customer at the company, optimizing processes, maximizing net retention, and fixing bugs.

The ideal candidate thrives on helping local businesses solve their problems, drives innovation, and is confident in ambiguity. While this role is not purely customer-facing in nature, you will be involved in escalations and resolution, and will join customer meetings when appropriate. Technical Support Engineers will report directly to the Technical Support Manager.

What You Will Do:

Troubleshoot, document & resolve bugs by using AI to create and merge PRs

Serve as a point of escalation, vetting the legitimacy of product-related issues from our customers

Develop a system for feedback loops in close collaboration with the Product team

Create internal documentation of our products and processes

Maintain open communication channels within the broader Customer Success department and Product teams

Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products

Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience

Resolve escalated cases promptly while holding Product, Engineering and yourself accountable to established Service Level Agreements

What You Should Have:

A customer-first mindset with strong empathy and ownership

1–3 years of experience in technical or product support roles

Ability to drive innovation, improve processes, and thrive in an unstructured or rapidly changing environment

An AI power user, you are comfortable working with multiple agents at once and are excited for AI's future

Familiarity with modern web technologies (APIs, web services, JSON), and comfort with scripting or debugging tools.

Strong analytical and data-driven problem-solving skills

Experience managing and triaging customer issues, feature requests, or product-related escalations

Proactive approach to identifying gaps, proposing solutions, and improving team workflows

Benefits:

Open and transparent culture

Life insurance, long and short-term disability coverage

Paid parental leave

Fertility benefits

Generous vacation time, plus three 4-day summer holiday weekends

Excellent medical, dental, and vision benefits

401k Plan

Bi-annual swag drops with cool Podium gear and apparel

A stellar HQ (Utah) gym with local professional coaches and classes offered

Onsite HQ (Utah) child care center, subsidized for employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.