Product Support Engineer

Cytora

Product Support Engineer providing technical assistance to enterprise customers on the Cytora Platform. Troubleshooting production issues and guiding clients on best practices for effective use.

Posted 6/18/2026full-timeRemote • California, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $110,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary contact for technical support requests from enterprise customers.
Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems.
Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context.
Respond to customer questions about platform functionality, integrations, and configuration.
Maintain detailed records of all customer interactions and resolutions in the support system.
Collaborate with internal teams to ensure customer feedback informs product enhancements.
Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources.
Conduct post-mortems to identify root causes and recommend preventive measures.
Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform effectively.
Write self-serve troubleshooting documentation for customers and internal Centre of Excellence.

Requirements

What you’ll need

Experience in a client-facing elevated technical support or analyst role.
Practical experience in working with REST API.
Ability to work with JSON schemas.
Experience in troubleshooting production environments and testing new features.
Proven ability to diagnose and resolve technical issues.
Experience working with Postman/Datadog.
Familiarity with Git.
Excellent communication and interpersonal skills to manage customer communication.

Benefits

Comp & perks

Competitive salary
Flexible working and remote options
Professional development budget & conference access
Annual company retreats
A mission-driven culture that puts people first

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingREST APIJSON schemasdiagnosing technical issuesproduction environmentsPostmanDatadogGit

Soft Skills

communication skillsinterpersonal skillscustomer servicecollaborationproblem-solvingadvisory skills