Resolve incoming integration issues by leveraging modern frameworks and tooling (TypeScript, React, Node.js)
Own the support experience for our most complex integration tickets, setting the quality bar, and coaching the team on troubleshooting best practices
Act as the technical bridge between support and Customer Success, providing clear, proactive updates on incident status, impact, and resolution timelines
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
Work with talented and kind engineers to make a significant impact on our customer base, enabling them to improve their security and prove it

Requirements

Have 5+ years of technical experience in software engineering, with at least 2+ years supporting enterprise customers through integration implementation
Be equipped with strong technical communication skills; you can explain complex technical issues clearly to both engineering teams and non-technical stakeholders
You have experience working as part of an on-call rotation, ensuring the customer experience is considered throughout the SDLC
Have deep troubleshooting and debugging skills; you're comfortable reading logs, working with APIs, and identifying root causes in distributed systems
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
Preferably proficient in Spanish, as the role involves regular communication and collaboration with our Spanish-speaking teams and partners.

Benefits

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 work hours and location
Flexible PTO policy, plus 80 hours of Sick Time
11 company-paid holidays

Applicant Tracking System Keywords

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

Hard Skills & Tools

TypeScriptReactNode.jstroubleshootingdebuggingAPIsintegration implementationsoftware engineeringSDLCAI

Soft Skills

technical communicationcoachingproblem-solvingcuriositywillingness to learnsound judgment