Technical Support Engineer for B2B SaaS (Hybrid, NYC)

Order.co; New York (NY); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

401(k) match

Medical coverage

Hybrid work

Flexible time off

Job summary

Order.co is hiring a Technical Support Engineer in New York, NY. You will serve as the initial contact for customer inquiries, troubleshoot platform issues, and collaborate with Product and Engineering to resolve complex problems.

This role emphasizes onboarding support and creating knowledge materials. Ideal candidates have 3–5 years in technical support, experience with APIs, SQL, AWS, and familiarity with Zendesk or similar ticketing systems.

Qualifications

• 3–5 years in technical support, system integration, or a related role.
• Experience with APIs, SQL, cloud platforms (e.g., AWS).
• Experience in a B2B SaaS environment is preferred.
• Strong communication and ownership to manage priorities independently.

Responsibilities

• Serve as the first point of contact for customer inquiries via email, chat, and phone. Maintain timely resolutions.
• Diagnose and troubleshoot technical issues related to the platform; escalate to Product/Engineering as needed.
• Manage and resolve tickets in the support system adhering to SLA guidelines.
• Document technical solutions and maintain an internal knowledge base.
• Collaborate with Customer Success for seamless onboarding; lead training and create support materials.

Skills

APIs

SQL

AWS

Zendesk

Intercom

Freshdesk

Communication

Ownership

Team player

Tools

Zendesk

Intercom

Freshdesk

Job description

Order.co is hiring a Technical Support Engineer in New York, NY. You will serve as the initial contact for customer inquiries, troubleshoot platform issues, and collaborate with Product and Engineering to resolve complex problems.

This role emphasizes onboarding support and creating knowledge materials. Ideal candidates have 3–5 years in technical support, experience with APIs, SQL, AWS, and familiarity with Zendesk or similar ticketing systems.