Technical Support Engineer

Merge; New York (NY); On-site; USD 115,000 - 130,000; Full time

Benefits offered by this job

Unlimited PTO

Company holidays

Health insurance

401K Plan

Home office stipend

Dinner after 7pm

Team offsites

Job summary

Merge is seeking a Technical Support Engineer in New York to provide high-quality support to customers and prospects, troubleshoot issues, and help integrate Merge into customer products.

You will collaborate with Engineering, Product, and Customer Success to resolve incidents and push for feature requests. The role requires 2+ years in a related field, a CS background, excellent communication, and a customer-first mindset.

Qualifications

• 2+ years in technical support, customer-facing engineering, or solutions engineering roles.
• Computer science background or technical/quantitative orientation.
• Excellent verbal and written communication skills.
• Strong work ethic with a customer-first mindset and attention to detail.
• Strong problem-solving skills; scripting for debugging is a plus.
• Prior startup experience is a plus.

Responsibilities

• Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings.
• Troubleshoot technical issues and drive creative solutions to customers promptly.
• Contribute to integrating Merge into customers’ products.
• Partner with Engineering, Product and Customer Success to resolve incidents and advocate for feature requests.
• Create and maintain help center guides, runbooks, and internal notes to strengthen the knowledge base.
• Help lay the foundation for a growing support engineering team.
• Take part in an overnight on-call rotation for critical incidents about once every six weeks.

Skills

Technical support

Customer-facing eng

Problem-solving

Scripting for debugging

Education

Computer science degree

Job description

Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. Our platform offers three core products: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools, and Merge Gateway, the control plane for running AI in production. Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance. Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources-allowing them to focus on their core product.

Technical Support Engineer at Merge

As a Technical Support Engineer, you will be responsible for providing high-quality support to our customers and prospects, including troubleshooting technical issues and assisting with integrating Merge into our customers' products. You’ll work closely with engineering and platform teams to debug issues, squash bugs, and prioritize customer requests. The ideal candidate will have a strong technical background with experience with APIs, excellent problem-solving, communication, and customer service skills. Your work as a Technical Support Engineer will be of high value and have a direct impact on the bottom line of Merge’s product offerings to our customers, with increased levels of internal and external visibility.

What You Will Do

• Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings.
• Troubleshoot technical issues and drive creative solutions to customers in a timely manner.
• Contribute to establishing and maintaining the integration of Merge into our customers’ product
• Partner with Engineering, Product and Customer Success teams to resolve incidents and advocate for feature requests.
• Create and maintain help center guides, runbooks, and internal notes to strengthen our knowledge base.
• Help lay the foundation for a successful and rapidly growing support engineering team!
• Take part in an overnight on-call rotation for critical incidents about once every six weeks.

The ideal candidate will have

• 2+ years of experience in technical support, customer facing engineering, or solutions engineering roles.
• Computer science background or other technical/quantitative orientation.
• Excellent verbal and written communication skills.
• Strong work ethic, a customer-first mindset, goal-oriented approach, and great attention to detail
• Strong problem-solving skills; experience with scripting for debugging and one-off analyses is a plus.
• Prior startup experience is a plus

Compensation

• The cash compensation range for this role is $115,000 - $130,000
• Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and certifications. In addition to cash compensation, all full time employees receive an equity compensation package.

Benefits

• Unlimited PTO + 10 company holidays
• Quality health, vision, and dental insurance
• 401K Plan
• $200 one-time home office stipend
• Free dinner when working past 7pm
• Annual company offsites and quarterly team events. Past locations have included: Nashville, Sonoma, and the Hudson Valley