Rewind

Support Engineer

• Diagnose and resolve complex technical issues across APIs, SaaS platforms, and cloud infrastructure.
• Identify systemic failure patterns across tickets and drive changes that prevent entire categories of issues.
• Build a working mental model of Rewind's architecture and integrations so you can reason about problems before you reproduce them.
• Reproduce bugs, analyze logs, and identify root causes to drive effective solutions
• Communicate technical concepts clearly to both technical and non-technical customers
• Actively participate in incident response and help define the framework for a future 24/7 on-call rotation as we scale our support coverage
• Triage and escalate issues to Engineering with clear documentation and reproducible steps
• Partner with Product and Engineering to prioritize and resolve defects
• Act as a technical liaison, ensuring customers are kept informed throughout resolution
• Improve workflows, automations, and support tooling to increase efficiency
• Build and maintain internal runbooks and troubleshooting guides
• Identify opportunities to reduce ticket volume through proactive fixes and self-serve resources
• Raise the bar for the team through hands-on mentorship in debugging, writing, and customer communication
• Contribute to onboarding and training for new hires
• Recognize recurring technical issues, document the pattern, and recommend product or infrastructure improvements
• Partner with internal teams to advocate for scalable, customer-centric solutions
• Drive excellence through the continuous evolution of Rewind's technical support frameworks.

Senior Tier 2 Technical Support Specialist

Customer Success Manager

• Manage relationships with a portfolio of enterprise and upper-mid market customers, serving as their primary strategic partner at Rewind
• Guide customers through pre and post sale testing, implementation, adoption, and ongoing success planning to ensure they achieve value from Rewind’s platform
• Conduct regular business reviews, success planning sessions, and executive check-ins with key stakeholders.
• Develop and own strategies to improve customer health, long-term retention and customer satisfaction
• Partner with Account Managers to identify cross-sell opportunities across Rewind’s other supported integrations (ex. expanding from Jira to GitHub coverage)
• Act as the voice of the customer internally, sharing insights that help shape product priorities and improvements.
• Partner closely with Sales during handoffs and expansion opportunities to ensure a seamless customer experience.
• Collaborate with Product and Engineering teams to surface feedback and influence roadmap discussions.
• Work with Marketing and Support teams to develop resources that help customers adopt and succeed with Rewind.
• Design and implement the foundational customer success playbook, including onboarding frameworks, engagement models, and lifecycle strategies
• Define what great customer success looks like at Rewind by establishing processes, success metrics, and best practices
• Build repeatable approaches for enterprise onboarding, value realization, and account health monitoring
• Identify tools, systems, and workflows needed to support a scalable CS organization

Senior Tier 2 Technical Support Specialist

Enterprise Customer Success Manager