Technical Support Engineer

Leverage AI; United States; Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation

401(k) with match

Medical, dental, vision coverage

Flexible time off

Hybrid work environment

Job summary

Leverage AI in New York City seeks a Technical Support Engineer to provide high-quality support for our platform and ensure customers maximize value. You will troubleshoot, enable customers, and contribute to process improvements, acting as the first contact for technical issues and coordinating with internal teams to resolve complex cases.

The ideal candidate thrives in a fast-paced environment, communicates clearly, and is passionate about delivering an exceptional customer journey across our

Qualifications

• 3–5 years in technical support, system integration, or related role in a B2B SaaS environment.
• Strong troubleshooting skills and ability to resolve customer concerns quickly.
• Excellent verbal and written communication with ability to explain tech concepts clearly.

Responsibilities

• Serve as first point of contact for inquiries via email, chat, and phone with timely resolutions.
• Diagnose and troubleshoot platform issues, escalating to Product/Engineering when needed.
• Manage, update, and resolve tickets in the support system per SLA guidelines.
• Lead onboarding sessions and create support materials to empower users.
• Analyze support data to suggest platform improvements and scale workflows.

Skills

APIs

SQL

Cloud platforms

Ticketing systems

Tools

Zendesk

Intercom

Freshdesk

Job description

At Leverage, we're transforming supply chain operations for mid-market industrial manufacturers. Our platform automates procurement workflows by streamlining purchase orders and improving supplier performance. Backed by top-tier investors and growing fast, we are committed to revolutionizing the way supply chains operate, delivering unmatched visibility and operational efficiency to our customers.

We don't just build tools—we solve real-world problems, fast. We believe in extreme ownership, high standards, and assembling a championship team that thrives in a fast-moving environment.

Role Overview

We're looking for a Technical Support Engineer to provide high-quality support for our platform and ensure customers get the most out of their experience. This role combines technical troubleshooting, customer enablement, and process improvement to deliver an exceptional customer journey. You'll act as the first point of contact for technical issues, collaborate with internal teams to resolve complex cases, and contribute to the continuous improvement of our systems and processes.

The ideal candidate is a resourceful problem-solver who thrives in fast-paced environments and is passionate about providing exceptional customer support.

Key Responsibilities

Technical Support & Troubleshooting

• Serve as the first point of contact for customer inquiries via email, chat, and phone, ensuring timely resolutions.
• Diagnose and troubleshoot technical issues related to the platform, escalating to Product and Engineering teams as needed.
• Manage, update, and resolve tickets in the support system, adhering to SLA guidelines.
• Document technical solutions and maintain a comprehensive internal knowledge base.

Onboarding & Enablement

• Collaborate with the Customer Success team to ensure seamless onboarding for new customers, including technical setup and account configuration.
• Lead training sessions and create support materials to empower users, including FAQs, manuals, and video tutorials.

System & Integration Support

• Support User Acceptance Testing (UAT) for customer-specific configurations and integrations, ensuring implementation success.
• Provide feedback to Product and Engineering teams to improve platform functionality and user experience.

Continuous Improvement

• Analyze customer support interactions to identify recurring issues and recommend platform enhancements.
• Develop and refine support workflows to ensure scalability and efficiency.
• Track support metrics and use insights to optimize customer satisfaction.

What We’re Looking For

• Experience: 3-5 years in technical support, system integration, or a related role, preferably in a B2B SaaS environment.
• Technical Skills: Familiarity with APIs, SQL, cloud platforms (e.g., AWS), and ticketing systems like Zendesk, Intercom, or Freshdesk.
• Problem-Solving: Demonstrated ability to troubleshoot technical issues and resolve customer concerns efficiently.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Ownership: Proactive mindset with the ability to manage competing priorities independently.
• Team Player: Collaborates effectively with cross-functional teams in a fast-paced, growth-focused environment.

Why Join Us?

At Leverage, ownership is non-negotiable - we're building a team of problem-solvers and self-starters who act fast and drive results. If you're passionate about empowering customers, solving real-world problems, and being part of a mission-critical team, this is the role for you.

What you’ll receive:

• A competitive compensation package
• Employer-sponsored 401(k) with match
• Comprehensive medical, dental, and vision coverage
• Flexible time off and hybrid work environment
• Opportunity to build and scale a critical function at a high-growth company
• The anticipated annual salary range for this role is $75,000-$95,000. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.

Location: NYC-based with hybrid flexibility preferred, remote on a case-by-case basis.