Support Engineer
Remote · New York City, New York, United States or US
Job Summary
We are seeking a Support Engineer who will act as a frontline technical expert, helping customers navigate and troubleshoot a complex product. The role involves investigating issues in the codebase using Go, TypeScript, and SQL, while collaborating with Engineering, Customer Success, and Product teams. You will ensure a high level of customer satisfaction by efficiently resolving technical issues and advocating for customer needs. Candidates should have strong communication skills and a customer-first mindset.
Required Qualifications
- Ability to read and write code (Go, JavaScript/TypeScript preferred)
- 2+ years in a technical support, solutions engineering, or software engineering role
- 2+ years in a customer-facing position
- Experience troubleshooting across frontend and backend systems
- Strong analytical and problem-solving skills with a self-service mindset
- Clear and effective communicator across a range of audiences
- Highly organized, able to manage multiple issues and priorities simultaneously
- Customer-first mindset with strong empathy and ownership
- Familiarity with databases & SQL
Desired Qualifications
- Experience supporting complex or highly technical SaaS products
- Familiarity with debugging production environments
- Background collaborating closely with Product and Engineering teams
- Contributions to technical documentation, help centers, or knowledge bases
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