Technical Support Engineer - AI Integrations & Debugging

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 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.