Technical Support Engineer

Intaker; Los Angeles (CA); Hybrid; USD 65,000 - 78,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) with company match up to 4%

Flexible PTO and paid holidays

AI-enabled workflow tools

Mentorship & Growth

Collaborative culture

Team-building events

Job summary

Intaker, a fast-growing AI-native SaaS company, seeks a Technical Support Engineer to triage, reproduce, and resolve customer issues. You will investigate using SQL, logs, and the chat widget, escalating defects with clear evidence to engineering. The role requires onsite work in Encino, CA, Monday through Thursday, with Fridays remote.

You’ll work on C#/.NET, Angular/TypeScript, and SQL within a modern production SaaS stack. Strong communication and ownership are essential for success.

Qualifications

• Bachelor's degree (Computer Science or related technical field) preferred.
• Strong troubleshooting and analytical skills; isolate causes methodically.
• Hands-on experience with at least one programming language; C#, Angular/TypeScript, and SQL preferred.
• Ability to read and write basic SQL queries.
• Clear written and verbal communication; explain technical topics to non-technical customers.
• Ability to work onsite at Encino, CA office Monday through Thursday.

Responsibilities

• Triage, investigate, and resolve inbound customer tickets end to end; provide timely updates.
• Reproduce reported issues across chat widget, AI agents, dashboard, and integrations; isolate root causes.
• Write SQL queries and search logs to trace what happened.
• Escalate defects with steps, evidence, and customer impact for engineering action.
• Document resolutions in knowledge base to prevent repeat issues.
• Use AI tooling to accelerate investigation, drafting, and documentation.

Skills

Troubleshooting

Communication

Ownership

Education

Bachelor's degree in Computer Science or related field

Tools

C#/.NET

Angular/TypeScript

SQL

Azure

Kubernetes

SQL Server

Elasticsearch

Jira

Zendesk

AI tooling

Job description

Intaker is a fast-growing, AI-native SaaS company that helps law firms capture and convert leads through chat widgets, AI agents, and CRM/workflow automation. We are looking for a Technical Support Engineer to be the first line of technical investigation for our customers; triaging reported issues, reproducing them, resolving what can be resolved, and escalating confirmed defects to engineering with evidence that lets them act immediately.

Location: Encino, CA (Hybrid: Onsite Monday - Thursday, remote on Fridays)

Employment Type: Full-time

Who You Are

• You are a methodical troubleshooter; you enjoy figuring out why something broke, not just making the symptom go away.
• You communicate clearly with both technical and non-technical people, in writing and on calls.
• You take ownership of a problem until it is resolved or handed off with everything the next person needs.
• You learn quickly and want to master a modern production SaaS stack.
• You stay patient and professional with frustrated customers.

Tech Stack You'll Work With

• Languages & Frameworks: C#/.NET, Angular/TypeScript, SQL

Responsibilities

• Ticket Ownership: Triage, investigate, and resolve inbound customer tickets end to end; keep customers informed with clear, timely updates.
• Reproduce & Diagnose: Reproduce reported issues across the chat widget, AI agents, dashboard, and integrations; isolate root causes methodically.
• Data Investigation: Write SQL queries and search application logs to trace what actually happened.
• Escalation Quality: Escalate confirmed defects to engineering with reproduction steps, evidence, and customer impact; so engineers can act without re-investigating.
• Knowledge Base: Document meaningful resolutions in the support knowledge base so repeat issues resolve faster.
• AI-Assisted Work: Use AI tooling to accelerate investigation, drafting, and documentation.

Requirements

• Bachelor's degree (Computer Science or a related technical field preferred), completed or expected before your start date.
• Strong troubleshooting and analytical skills: you isolate causes methodically instead of guessing.
• Hands-on experience with at least one programming language; C#, Angular/TypeScript, and SQL are preferred.
• Ability to read and write basic SQL queries.
• Clear written and verbal communication; comfortable explaining technical topics in plain language to non-technical customers.
• Ability to work onsite at our Encino, CA office Monday through Thursday.

Preferred Qualifications

• Experience in a technical role (technical support, QA, IT, DevOps, or software development).
• Experience with Microsoft Azure, Kubernetes, SQL Server, or Elasticsearch.
• Familiarity with logging or monitoring tools (Grafana, Loki, or comparable).
• Experience with ticketing systems (Jira, Zendesk, or similar).
• Practical use of AI-assisted developer or support tooling.
• Customer-facing experience of any kind; prior exposure to CRM or legal-technology products.

What Success Looks Like

• Customers receive fast, clear, professional responses and reliable follow-through.
• A growing share of issues is resolved at first touch, without escalation.
• Escalations arrive with reproduction steps and evidence, and engineering can act on them immediately.
• The knowledge base grows with every resolved ticket, and repeat issues get resolved faster each time.

Compensation and Benefits

• Base Salary: $65,000-$78,000 per year, based on experience and qualifications.
• Annual Bonus: Up to 15% of base salary, subject to performance.
• Healthcare: Medical, dental, and vision plan options.
• Retirement: 401(k) with an employer match of up to 4%.
• PTO: Flexible PTO and paid company holidays.
• AI-Enabled Workflow: access to AI subscriptions and modern tooling.
• Mentorship & Growth: a clear path toward senior support or software engineering roles.
• Collaborative Culture: work with people who value ownership and clarity.
• Team-building events.

Working Arrangement

Hybrid: onsite at our Encino, CA office Monday through Thursday, remote on Fridays. Occasional flexibility outside standard business hours may be needed for urgent customer issues.

We can't wait to see you at Intaker!

Intaker is an equal-opportunity employer. Employment decisions are based on qualifications, merit, and business needs without discrimination based on any characteristic protected by applicable law.