Own the support experience for our most complex integration tickets, setting the quality bar, and coaching the team on troubleshooting best practices
Serve as a primary escalation point for the integrations support squad, participating in on-call and acting as the incident commander who drives complex issues to resolution
Lead root cause analysis and technical debugging for production issues across our integrations platform by diving into application logs, troubleshooting REST and GraphQL APIs, and investigating cloud infrastructure issues across environments
Own operational excellence for the integrations support squad by monitoring key performance metrics (ticket lead time, resolution rates), leading incident retrospectives to identify systemic issues, and driving continuous process improvements that reduce escalation volume and improve platform stability
Build and maintain internal knowledge bases, troubleshooting runbooks, and documentation that enable the broader support team to resolve common integration issues independently, reducing escalation volume and accelerating time-to-resolution
Act as a bridge between support and software engineering, building deep domain knowledge on integrations and customer environments to drive platform improvements
Act as the technical bridge between support and Customer Success, providing clear, proactive updates on incident status, impact, and resolution timelines so CSMs can keep customers informed and confident throughout complex escalations
Surface patterns and pain points from support tickets back to Engineering and Product to inform technical strategy and roadmap priorities

Requirements

Have 5+ years of technical support experience in software engineering, with at least 2+ years supporting enterprise customers through complex integrations, authentication issues, or platform-level troubleshooting
Have strong engineering fundamentals, including experience in modern frameworks and tooling (TypeScript, React, Node.js)
Have experience building and maintaining robust systems at scale. You should be comfortable thinking about growth, reliability, and supporting systems that can handle increasing complexity.
Have deep troubleshooting and debugging skills; you're comfortable reading logs, working with APIs (REST, GraphQL), and identifying root causes in distributed systems
Have hands-on experience with cloud platforms (AWS, GCP, Azure), integrations, and SaaS application architecture, including familiarity with task management/version control platforms (Jira, GitHub, Linear), monitoring tools (Datadog), and ticketing systems (Intercom, Zendesk)
Be equipped with strong technical communication skills; you can explain complex technical issues clearly to both engineering teams and non-technical stakeholders
Have an automation and tooling mindset with the proven ability to identify manual processes and build scalable automation solutions that reduce operational burden.
Have the ability to execute projects efficiently, contribute to technical direction as an individual contributor, and lead cross-functional initiatives when given the opportunity.
Have experience partnering with Support, Product, and Engineering teams to drive initiatives that improve the customer experience.
Be comfortable working in a fast-paced, high-growth startup environment with ambiguity and evolving priorities
Preferably proficient in Spanish, as the role involves regular communication and collaboration with our Spanish-speaking teams and partners.
Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.

Benefits

Industry-competitive salary and equity
Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
16 weeks fully-paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and cellphone stipend
Commuter benefits for team members who report to the SF and NYC office
Family planning benefits
Matching 401(k) contribution with immediate vesting
Flexible PTO policy, plus 80 hours of Sick Time
11 company-paid holidays
Virtual team building activities, lunch and learns, and other company-wide events!

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical supporttroubleshootingdebuggingREST APIsGraphQL APIsTypeScriptReactNode.jscloud platformsautomation solutions

Soft Skills

technical communicationproblem-solvingcross-functional collaborationleadershipcoachingcuriosityadaptabilityproject executionprocess improvementcustomer experience