ReadMe

Enterprise Support Engineer

ReadMe

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Serve as a primary technical point of contact for enterprise customers.
  • Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations).
  • Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues.
  • Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs.
  • Identify patterns in support cases and proactively recommend product or process improvements.
  • Draft clear, executive-ready communications during escalations or incident scenarios.
  • File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate.
  • Contribute to and elevate internal and external documentation.

Requirements

  • You have significant experience supporting enterprise or high-growth SaaS customers.
  • You remain calm and structured during high-priority or time-sensitive situations.
  • You can confidently say “no” or reset expectations while preserving trust.
  • You communicate complex technical concepts clearly to both technical and non-technical audiences.
  • APIs and API debugging
  • Swagger / OpenAPI specifications
  • OAuth, SAML, and SSO authentication flows
  • Git and CI/CD troubleshooting
  • Front-end technologies (HTML, CSS, JavaScript)
  • Markdown
  • Chrome Developer Tools
  • CLI environments
  • npm packages and modern JavaScript ecosystems
  • Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows - with strong judgment and verification
  • Diagnosing performance, configuration, and integration issues
  • You have a structured investigation and root-cause analysis process.
  • You follow through on every issue and ensure closure.
  • You identify recurring friction points and advocate for systemic improvements.
  • You’re proactive, detail-oriented, and accountable.
  • You understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level.
Benefits
  • Unlimited PTO with a three-week minimum. 🏖️
  • Fully covered medical, dental, and vision insurance for you, and 100% for your dependents. 🩺
  • A One Medical membership. 🧑‍⚕️
  • A gym or fitness stipend of up to $150 per month. 🏋️‍♀️
  • One-to-one donation matching of up to $1,000 per year. 💸
  • Twelve weeks of paid parental leave after the birth or adoption of a child. 🐣
  • Hybrid work. 🏠
  • Three offsite retreats per year to get together with coworkers and plan for the quarter ahead. ✈️
  • Take a look at our __handbook__ for more information on our benefits! 📘
Applicant Tracking System Keywords

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

Hard Skills & Tools
API debuggingOAuthSAMLSSO authenticationGitCI/CDHTMLCSSJavaScriptMarkdown
Soft Skills
calm under pressurestructured communicationtrust preservationclear communicationproactivedetail-orientedaccountableroot-cause analysisadvocacy for improvementsfollow-through