Customer Service Engineer

Accountabilities:

• • Technical customer support: Provide responsive, empathetic, and clear technical assistance through email, Slack, web forms, in-app support, and other channels while maintaining strong response, resolution, and customer satisfaction targets.
  • Troubleshooting and debugging: Diagnose and resolve customer issues involving SDKs, APIs, integrations, and related technical tools, with particular emphasis on frontend environments.
  • Frontend support: Investigate issues involving JavaScript frameworks, libraries, HTML, CSS, and customer implementations, identifying practical solutions and clearly communicating them to developers.
  • API troubleshooting: Reproduce and analyze API-related issues using tools such as Postman and other debugging resources.
  • Customer implementations: Build proof-of-concept solutions when needed to support sales and implementation efforts, and guide customers toward effective SDK integration practices.
  • Documentation: Partner with technical writers to develop and improve public FAQs, internal knowledge bases, and support resources based on recurring customer questions.
  • Cross-functional collaboration: Work with Product and Engineering teams to investigate technical problems, contribute to root-cause analyses, and advocate for customer-focused product improvements.
  • Issue analysis: Identify patterns in recurring customer issues and use those insights to help teams prioritize the most valuable technical and product improvements.
  • Product knowledge: Stay current on new features, functionality, SDK updates, and platform capabilities to provide accurate and effective customer guidance.
  • Support operations: Contribute to internal tools, workflows, and resources that improve the efficiency and quality of technical support.

  Requirements:

  • Experience: 2–3 years of experience as a frontend engineer or in a comparable technical role.
  • Frontend development: Proficiency with JavaScript, HTML, CSS, and modern frontend frameworks.
  • API knowledge: Familiarity with RESTful APIs and practical experience interacting with and troubleshooting API integrations.
  • Technical troubleshooting: Strong analytical, debugging, and problem-solving abilities, with the ability to investigate issues methodically and identify root causes.
  • Technical tools: Experience with Postman or similar tools for reproducing and diagnosing API issues without necessarily writing code.
  • Version control: Basic understanding of Git and standard version-control workflows.
  • Data skills: SQL experience is a plus; willingness to learn SQL is also valued.
  • Communication: Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear guidance for different audiences.
  • Customer orientation: Genuine interest in helping customers succeed, understanding their needs, and turning technical challenges into positive experiences.
  • Collaboration: Comfortable working across Customer Support, Product, Engineering, and documentation teams in a highly collaborative environment.
  • Adaptability: Curious, resourceful, and comfortable learning new technologies and investigating unfamiliar problems.
  • Mindset: Strong ownership, autonomy, transparency, and willingness to contribute ideas and continuously improve processes.

  Benefits:

  • Salary: $65,000–$80,000 annually, depending on experience, geography, and other relevant factors.
  • Remote work: 100% remote position within the United States.
  • Retirement: 401(k) matching contributions of up to 5% of salary.
  • Healthcare: Competitive medical, dental, and vision insurance plans.
  • Paid time off: Unlimited PTO, paid holidays, and sick leave.
  • Parental support: Generous parental leave.
  • Professional development: Learning stipend and a culture that actively encourages career growth.
  • Home office: Home office stipend to support a productive remote setup.
  • Equity: Employee stock options providing ownership in the company.
  • Culture: An autonomous, transparent, trust-based environment where employees are encouraged to help one another, share ideas, and celebrate successes.
  • Community: Opportunity to work with an experienced team and engage with a global community of more than 2,000 developers.
  • Work environment: Flexible and casual culture focused on solving customer problems creatively and making complex technology easier to use.