Technical Support Engineer

Blackthorn.io; United States; Remote; USD 65,000 - 75,000; Full time

Job summary

A leading tech company is looking for a Technical Support Engineer to enhance product stability and customer satisfaction. You will play a crucial role in resolving complex technical issues and mentoring junior engineers. This fully remote role offers competitive compensation and a chance to influence product improvements.

Benefits

Stock options

$400 office stipend

Maternity/Paternity leave

Health insurance contribution

Children's 529 college fund assistance

Qualifications

• 3+ years in customer technical support or software engineering.
• Experience handling escalated technical cases.
• Proficiency in Salesforce architecture and APIs.

Responsibilities

• Provide tier 3 technical support for complex cases.
• Perform in-depth root cause analysis and cross-functional troubleshooting.
• Mentor junior engineers and contribute to engineering processes.

Skills

Problem-solving

Analytical skills

Customer interaction

Education

Bachelor's degree or equivalent experience

Tools

Atlassian products (Jira, Confluence)

Salesforce

Job description

Description: As a Technical Support Engineer, you’ll play a pivotal role on our engineering team, acting as a technical leader and subject matter expert in both customer support and product stability. You are a tenacious problem-solver with deep technical acumen, a proactive mindset, and a passion for delivering exceptional customer outcomes. Your work will drive improvements to product reliability and customer satisfaction, while mentoring junior engineers and contributing strategically to our support engineering processes. This role provides an opportunity to deeply influence the technical health of our systems and expand into higher-level engineering or leadership roles.

Compensation:$65,000 - $75,000 USD

What you'll do

• Serve as the primary escalation point for complex Tier 3 technical support cases related to our Salesforce and web-based solutions.
• Perform in-depth root cause analysis through log review, code debugging, production environment replication, and cross-functional troubleshooting.
• Collaborate as liaison between front-line Support, Engineering, Product, and other internal teams.
• Identify systemic issues and drive initiatives to prevent recurring problems, including contributing bug fixes or code improvements.
• Prioritize your own workload effectively with foresight and attention to detail.
• Provide feedback to leadership based on customer experiences, pain points, and issue trends to improve product quality.
• Meet or exceed triage expectations as defined by leadership.
• Provide technical mentorship to Support Software Engineers and assist in onboarding new team members.
• Lead post-mortem efforts and ensure appropriate lessons learned are shared and implemented.

What we look for

• 3+ years of experience with customer technical support or software engineering role, with at least 1 year handling escalated or complex technical cases.
• Experience with Atlassian products for issue tracking and collaboration, including Jira and Confluence.
• Understanding of Salesforce platform architecture, APIs, and common patterns of development and deployment.
• Experience debugging distributed systems and web applications, including backend services, frontend issues, and API integrations.
• Technically proficient with an aptitude for learning new technologies quickly.
• Prioritizes and plans in a productive manner.
• Enjoys interacting with customers and working across teams.
• Excellent problem-solving and analytical skills, with a proactive approach to identifying and resolving complex software issues.
• Outstanding oral and written communication skills, including the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong time management, prioritization, and organizational skills with a proven track record in remote work environments.
• Direct experience deploying and maintaining Salesforce applications, especially on Lightning Platform using Apex, LWC, or integrations via REST/SOAP APIs.
• Experience contributing directly to codebases and fixing production-level issues.

What we offer

• An incredible team of smart and supportive people
• A deep feeling of satisfaction and completion
• Fully remote global team working from home
• Stock options for every employee
• $400 office stipend
• Maternity/Paternity leave
• Pledge 1% - time off during the year for helping nonprofits
• Health insurance contribution (if in the US)
• Children's 529 college fund assistance (if in the US)

About Blackthorn

We have four native apps on the Salesforce AppExchange for managing Events, collecting Payments, sending Messages, and protecting Data. We’re a growing, distributed team with teammates in countries across the world. We move fast and have a significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1-person companies to Fortune 500s.

Why is our work important

Our apps continue to be easy to use and setup, due to continuous refinements with our UX. Most apps in our space take weeks to implement; ours take hours, and they work more flexibly, achieving significantly more functionality than our competitors. We believe enterprise apps should be as easy to use as consumer mobile apps.

What the job will bring you

A deep level of satisfaction through ownership of your role. You'll get more autonomy than at other companies (our team has told us). Connection. Our team is tightly knit, assisted through our annual company trip (as we're remote). Challenge. We're trying to move as quick as possible. This is not for you if you want to sit back and chill. As Ray Dalio says about life: "Meaningful work and meaningful relationships" provide meaning to life. We aim to bring this.

While we are a Remote first culture we are currently only able to accept applicants in AZ, CA, CO, FL, GA, IL, KY, MD, MI, MN, MO, MT, NC, NH, NJ, NY, OH, PA, SC, SD, TX, VA, WA, and WI

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