Technical Support Engineer

Merge; San Francisco, Northern (CA, KY); Hybrid; USD 115,000 - 130,000; Full time

Benefits offered by this job

Unlimited PTO

Health Insurance

Vision Insurance

Dental Insurance

401K Plan

Home office stipend

Dinner after hours

Team offsites

Job summary

Merge is seeking a Technical Support Engineer in San Francisco to deliver high-quality, hands-on assistance to customers and prospects. You will troubleshoot issues, assist with API integrations, and collaborate with Engineering and Product to resolve incidents and drive improvements.

You will create and maintain runbooks and guides, participate in on-call rotations about every six weeks, and contribute to a growing 24/7 support culture. Strong technical and communication skills are essential.

Qualifications

• 2+ years 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 with customer-first mindset and attention to detail.

Responsibilities

• Provide top-tier support to customers via 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 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.

Skills

APIs

Technical support

Customer-facing

Problem solving

Communication

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 offsitesand quarterly team events. Past locations have included: Nashville, Sonoma, and the Hudson Valley