Technical Support Engineer XWiki and Cryptpad

XWiki; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Monthly remote team events

Annual company gathering

Biweekly day off

Job summary

XWiki is seeking a technically capable, user-focused support engineer for a fully remote role. You will respond to inquiries, investigate issues, and guide users through fixes for two open-source products, contributing to process improvements in a remote-first environment.

The position supports collaboration across teams, with health benefits and regular team events, plus an annual company gathering. A patient, service-minded approach helps users resolve issues efficiently.

Qualifications

• Technical aptitude and an ability to investigate software problems methodically.
• Clear written and verbal communication with users and teammates.
• A patient, service-minded approach to helping people resolve issues.
• Ability to work collaboratively and keep learning about the products being supported.

Responsibilities

• Respond to technical questions and investigate user-reported problems.
• Diagnose issues by gathering details, reproducing problems, and identifying likely causes.
• Explain solutions clearly and guide users through troubleshooting steps.
• Coordinate with colleagues when an issue needs deeper technical attention.
• Help improve support knowledge and practices by sharing recurring findings.

Job description

Role overview

Provide technical support for two open-source products, helping users resolve issues and get their installations working effectively. The role combines customer communication with technical investigation, and offers opportunities to contribute to support processes in a remote-first environment.

Responsibilities

• Respond to technical questions and investigate user-reported problems.
• Diagnose issues by gathering details, reproducing problems, and identifying likely causes.
• Explain solutions clearly and guide users through troubleshooting steps.
• Coordinate with colleagues when an issue needs deeper technical attention.
• Help improve support knowledge and practices by sharing recurring findings.

Requirements

• Technical aptitude and an ability to investigate software problems methodically.
• Clear written and verbal communication with users and teammates.
• A patient, service-minded approach to helping people resolve issues.
• Ability to work collaboratively and keep learning about the products being supported.

Benefits and work setup

• Full-time, remote-first role open to candidates in France or Romania.
• Health benefits and monthly remote team events, along with an annual company gathering.
• A day off every two weeks and additional vacation days based on seniority.