Technical Support Engineer - AI/LLM Integrations

Merge; New York (NY); On-site; USD 115,000 - 130,000; Full time

Benefits offered by this job

Unlimited PTO

Company holidays

Health insurance

401K Plan

Home office stipend

Dinner after 7pm

Team offsites

Job summary

Merge is seeking a Technical Support Engineer in New York to provide high-quality support to customers and prospects, troubleshoot issues, and help integrate Merge into customer products.

You will collaborate with Engineering, Product, and Customer Success to resolve incidents and push for feature requests. The role requires 2+ years in a related field, a CS background, excellent communication, and a customer-first mindset.

Qualifications

• 2+ years in technical support, customer-facing engineering, or solutions engineering roles.
• Computer science background or technical/quantitative orientation.
• Excellent verbal and written communication skills.
• Strong work ethic with a customer-first mindset and attention to detail.
• Strong problem-solving skills; scripting for debugging is a plus.
• Prior startup experience is a plus.

Responsibilities

• 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 promptly.
• Contribute to integrating Merge into customers’ products.
• Partner with Engineering, Product and Customer Success to resolve incidents and advocate for feature requests.
• Create and maintain help center guides, runbooks, and internal notes to strengthen the knowledge base.
• Help lay the foundation for a growing support engineering team.
• Take part in an overnight on-call rotation for critical incidents about once every six weeks.

Skills

Technical support

Customer-facing eng

Problem-solving

Scripting for debugging

Education

Computer science degree

Job description

Merge is seeking a Technical Support Engineer in New York to provide high-quality support to customers and prospects, troubleshoot issues, and help integrate Merge into customer products.

You will collaborate with Engineering, Product, and Customer Success to resolve incidents and push for feature requests. The role requires 2+ years in a related field, a CS background, excellent communication, and a customer-first mindset.