Technical Support Engineer - Customer Experience Champion

Jobtailor; Boston (MA); On-site; USD 65,000 - 95,000; Full time

Job summary

Jobtailor is seeking a technically skilled Customer Support Engineer to work directly with customers, troubleshoot complex issues, and educate users on optimal product usage in Boston. You will collaborate with developers and cross-functional teams to improve product adoption and reliability.

The role emphasizes customer obsession, strong communication, and problem-solving skills, with opportunities to contribute to knowledge bases and scale tooling. Flexibility for after-hours support is valued.

Qualifications

• At least 2 years of experience in technical support or a similar, customer-facing technical role.
• Business fluency in spoken and written English.
• Experience with modern ticketing and customer support systems.
• Strong debugging and problem-solving abilities.
• Nice to have programming or scripting language experience.
• Familiar with code review processes and tools.
• Familiar with observability, RCA, and debugging practices and tools.
• Knowledge of modern software development practices and version control ecosystems.
• Familiar with customer success, sales and professional services.
• Bachelor’s degree in CS, Engineering, Math, or related field (Nice to Have).

Responsibilities

• Troubleshoot, debug, reproduce and resolve complex technical issues with customers.
• Educate customers on optimal product usage to maximize value.
• Set up Zoom calls to resolve issues and drive product adoption.
• Support customer success and sales on retention and expansion motions.
• Collaborate with developers to identify defects and improvement opportunities.
• Improve serviceability by testing new features and building scale tools.
• Provide an analysis of the customer base to mitigate risks in the install base.
• Advise on product changes with development teams based on customer feedback.
• Develop and contribute to knowledge bases and drive continuous improvement.
• Provide support on weekdays and off-hours on a rotating basis.

Skills

Excellent communication

Problem solving

Customer obsession

Troubleshooting

Team collaboration

Education

Bachelor's degree in CS

Bachelor's degree in Engineering

Bachelor's degree in Mathematics

Tools

Ticketing systems

Observability tools

Code review tools

Version control systems

Job description

Jobtailor is seeking a technically skilled Customer Support Engineer to work directly with customers, troubleshoot complex issues, and educate users on optimal product usage in Boston. You will collaborate with developers and cross-functional teams to improve product adoption and reliability.

The role emphasizes customer obsession, strong communication, and problem-solving skills, with opportunities to contribute to knowledge bases and scale tooling. Flexibility for after-hours support is valued.