Product Support Engineer

Vizcom

Product Support Engineer supporting customers by diagnosing technical issues and improving product workflows. Collaborate with engineering to resolve incidents and develop internal tooling.

Posted 7/10/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $140,000 - $160,000 per yearWebsite

Tech Stack

Tools & technologies

CloudJavaScriptPythonSQLTypeScript

About the role

Key responsibilities & impact

Troubleshoot, reproduce, and resolve complex product and workflow issues escalated via chat, email, and community channels.
Write code, submit pull requests (PRs), and make direct changes to the codebase to fix customer bugs, improve error handling, and prevent recurring pain points in coordination with the Engineering team.
Design and build lightweight scripts, internal dashboards, and automations to optimize Customer Success operations and empower the team to scale.
Translate vague customer complaints into highly detailed, actionable engineering tickets with clear reproduction steps, logs, and technical context.
Be a thoughtful partner during critical, high-severity production incidents, collaborating with DevOps and Core Engineering on communications, monitoring, debugging and assessing customer impact.

Requirements

What you’ll need

3–5+ years in Product Support Engineering, Technical Support, Solutions Engineering, or a highly technical, customer-facing software role.
Strong coding skills in at least one modern programming language—ideally JavaScript/TypeScript or Python.
Deep experience debugging web applications, authentication flows (SAML/OIDC), networking protocols, and cloud-based software architectures.
Proficiency in using browser developer tools, server logs (e.g., Datadog, LogRocket), SQL, and other monitoring tools to pinpoint root causes.
Experience navigating modern support and engineering ecosystems (e.g., Intercom, Linear, GitHub).
Exceptional written communication.

Benefits

Comp & perks

100% employer sponsored medical care for employees, 25% towards dependents
Dental, Vision and Mental Health Care
Equity
Flexible PTO
401(k) with payroll match
Generous annual Learning & Development allowance
Paid parental leave
One-time home office setup for all remote employees
Weekly catered lunch at Headquarters
Monthly stipend for fitness/gym membership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CodingDebuggingError HandlingSAML AuthenticationOIDC AuthenticationNetworking ProtocolsCloud-Based Software ArchitectureSQLBrowser Developer ToolsMonitoring Tools

Soft Skills

CommunicationCollaborationProblem-Solving