Technical Support Engineer

Gamma; San Francisco (CA); On-site; USD 120,000 - 165,000; Full time

Job summary

A tech company in San Francisco seeks a Technical Customer Support Associate to resolve complex issues and enhance user experience. Responsibilities include debugging technical issues, collaborating with engineering teams, and maintaining documentation. The role requires 1-2 years of relevant experience, strong troubleshooting skills, and excellent communication. A full-time position, offering a salary between $120K - $165K, it promotes an in-office culture with some remote flexibility.

Qualifications

• 1-2 years of experience in technical customer support or QA for a technical product.
• Strong troubleshooting capabilities with analytical skills.
• Ability to communicate complex topics clearly to non-technical users.

Responsibilities

• Respond to technical customer inquiries via email and chat.
• Debug complex issues using APIs and technical troubleshooting.
• Collaborate with engineering for product improvements.

Skills

Troubleshooting

Analytical skills

Written and verbal communication

Ownership mindset

Education

Degree in technical field or certification

Tools

Intercom

Zendesk

Metabase

Stripe

Linear

LaunchDarkly

Job description

About the role

As the technical backbone of Gamma's support team, you'll resolve complex issues and ensure millions of users have an excellent experience with the product. That means responding to escalations, debugging tricky problems, collaborating with engineering to fix bugs, and building the technical resources that help users help themselves. Your work directly impacts user satisfaction and feeds back into product improvements.

Day to day, you'll partner with engineering, design, and product to surface patterns from customer feedback, improve internal support tooling, and help shape how we respond to issues at scale. You'll also proactively monitor user-generated content to identify potential abuse or policy violations, helping keep Gamma a safe and trusted platform.

Our team has a strong in-office culture and works in person 4–5 days per week in San Francisco. We love working together to stay creative and connected, with flexibility to work from home when focus matters most.

What you'll do

• Respond to technical customer inquiries and support escalations via email and chat in Intercom.
• Debug complex issues related to Gamma sites, leveraging APIs and technical troubleshooting skills.
• Discover and iterate on improvements to internal AI tools to multiply the team's productivity.
• Collaborate with engineering and design to surface product improvements and deliver effective solutions.
• Build and maintain technical resources including documentation, knowledge base articles, and troubleshooting guides.
• Triage bug tickets and proactively monitor user-generated content for potential abuse or policy violations.

What you'll bring

• 1–2 years of experience in technical customer support or QA for a highly technical product, with strong troubleshooting and analytical skills.
• Excellent written and verbal communication, with the ability to explain complex topics clearly to non-technical users.
• Ownership mindset and comfort in a player-coach role, with strong initiative and follow-through.
• Technical background through a degree, certification, or hands-on experience in support engineering, QA, AI enablement, or software development.
• Experience at an early-stage startup, or familiarity with tools like Intercom, Zendesk, Metabase, Stripe, Linear, or LaunchDarkly (Nice to have).

Compensation range:

The base salary for this full-time position, which spans multiple internal levels depending on qualifications, ranges between $120K - $165K plus benefits & equity.

Final offer amounts are determined by multiple factors, including but not limited to experience and expertise in the requirements listed above.