Technical Support Engineer

Improvmx Mails; United States; A distancia; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Improvmx Mails is seeking a Technical Support Pro to engineer solutions for customers and own our daily support queue. This role rewards curiosity, rapid learning and a bias for action, with AI-driven tools used to assist every interaction.

You will handle DNS and email troubleshooting, provide guidance and code snippets when needed, and help document processes. We value independent problem solving, smart work, and a customer-first mindset in a fully remote setup.

Formación

• Experience with DNS/Email Troubleshooting.
• 1+ years of experience in another technical support role.
• Comfortable with modern SaaS tools (Slack, Linear, Notion, Intercom, etc.).
• Can solve problems independently and creatively.

Responsabilidades

• Check AI support bot answers and update AI training data to improve front-line AI responses.
• Provide guidance, support, and even code to solve customer problems.
• Use AI to improve internal support tooling.
• Create new and improve existing technical documentation.
• Suggest and implement areas of improvement to the customer experience.

Conocimientos

DNS/Email Troubleshooting

Tech Support

Independent Problem Solving

SaaS Tools Familiarity

Herramientas

Slack

Linear

Notion

Intercom

Descripción del empleo

Looking for a TECHNICAL SUPPORT PRO to engineer solutions for customers and own our daily support queue.

This is a dream role for a specific type of person who:

• Loves solving puzzles - a trickyDNS or deliverability issues aren’t a chore, but a boss fight. You won’t rest until the customer is unblocked.
• Automates away problems - ifa customer issue recurs, your instinct is to fix the issue from everhappening again, not solve it over and over.
• Works smart not hard - no dailystandups, no required hours, just clear the queue and do good work.We’ll give you maximum flexibility on where and when.
• Loves AI - We're an AI-firstcompany, and handling support is no exception. You'll use AI toolsextensively to better support our customers.
• Believes in outcome based compensation - there’s no seniority or set compensation bands, you’llearn more as you deliver more business value.

Responsibilities

These are some examples of what you might work on. Butyou’ll constantly switch hats to deliver maximum value tothe business, all the while learning a ton.

• Check AI support bot answers and update AI training data to improve front-line AI responses
• Provide guidance, support, and even code to solve customerproblems
• Use AI to improve internal support tooling
• Create new and improve existing technical documentation
• Suggest and implement areas of improvement to the customerexperience

Qualifications

• Experience with DNS/Email Troubleshooting
• 1+ years of experience in another technical support role
• Comfortable with modern SaaS tools (slack, linear, notion,intercom, etc. or equivalents)
• Can solve problems independently and creatively