Technical Support Engineer

merge; North Canton (OH, DE); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

PTO 25 days

Health insurance

Home office stipend

Free dinner after 7pm

Job summary

Merge is seeking a Technical Support Engineer to deliver high-quality support for customers and prospects. You will troubleshoot issues, assist with Integrations, and collaborate with engineering to resolve problems.

You will engage via chat, email, and Slack, build helpful guides, and contribute to a growing support engineering team, with emphasis on clear communication and strong problem-solving skills.

Qualifications

• 2+ years in support/engineering roles.
• Strong verbal and written communication skills.
• Proven problem-solving abilities and attention to detail.
• Prior startup experience is a plus.

Responsibilities

• Provide technical support to customers via online chat, email and Slack.
• Troubleshoot technical issues and provide solutions to customers in a timely manner.
• Assist with the integration of Merge into our customers' product.
• Collaborate with engineering and platform teams to resolve customer issues.
• Create and maintain help center guides and documentation.
• Lay the foundation for a growing support engineering team.

Skills

APIs experience

Customer communication

Troubleshooting

Startup experience

Tools

Slack

Documentation tools

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 skills, and excellent communication and customer service skills. Your work as a Technical Support Engineer will be of high value and have a direct impact, with increased levels of internal and external visibility.

Responsibilities:

• Provide technical support to customers via online chat, email and Slack

• Troubleshoot technical issues and provide solutions to customers in a timely manner

• Assist with the integration of Merge into our customers' product

• Collaborate with other teams, including engineering and platform, to identify and resolve customer issues

• Create and maintain help center guides and documentation

• Create the foundation for a successful and rapidly growing support engineering team!

Experience:

• 2+ years in support engineering, solutions engineering, sales engineering, or software engineering

• Strong verbal and written communication skills

• Strong problem-solving skills

• Strong work ethic, goal-oriented, and great attention to detail

• Prior startup experience is a plus

Benefits

• 25 days PTO + 10 public holidays

• 100% covered health, vision, and dental insurance

• $200 one-time home office stipend

• Free dinner when working past 7p

Compensation

• The cash compensation range for this role is 51,610 euro - 72,402 euro.

• 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, certifications. In addition to cash compensation, all employees receive an equity compensation package.