Technical Support Engineer

Ketch

Technical Support Engineer providing technical support to Ketch customers. Working closely with engineering teams and Professional Services for troubleshooting and solutions.

Posted 5/20/2026full-timeRemote • Massachusetts, New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide high-quality technical support to Ketch customers.
Partner closely with Professional Services team on technical solutions.
Balance reactive support work with proactive engagement.
Work directly with customer engineering teams, developers, and IT stakeholders.
Serve as a primary technical support resource for US-based customers on East Coast hours.
Own ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration.
Document fixes, known issues, and reusable solutions for broader teams.
Escalate to engineering when appropriate, while owning customer communication and resolution timelines.

Requirements

What you’ll need

4+ years in a technical support, solutions, or implementation role at a B2B SaaS company.
Strong working knowledge of JavaScript, HTML, CSS, and APIs.
Comfortable using Postman or similar tools to troubleshoot API behavior.
Experience administering or supporting SaaS platforms like Zendesk, Salesforce, or comparable.
Genuine technical curiosity.
Based on the US East Coast with the right to work in the US.
Comfortable working independently in a startup environment.

Benefits

Comp & perks

Ketch is proud to be an equal opportunity employer.
Commitment to building a workforce that is representative of the users we serve.
Creating a culture of belonging.
Providing an equal employment opportunity regardless of various protected categories.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

JavaScriptHTMLCSSAPIsSDK integrationsweb technologiestroubleshootingticket resolutionplatform configurationtechnical support

Soft Skills

technical curiositycommunicationindependencecollaborationproblem-solvingcustomer engagementproactive supportescalation managementdocumentationtime management