Support Engineer

Job Description Roles & Responsibilities Main Benefits: Competitive Salary Health Insurance Gym Membership Flexible Working Hours Continuing Education Opportunities Work from home Team Building Activities Milestone celebrations work anniversaries, birthday celebrations, etc. As a Client Support Engineer , you are the first point of contact when our clients need help with our products and often the person who turns a stressful moment into a wow experience. You lead with empathy, tuning in to how each customer is feeling and what success looks like for them. You enjoy solving problems, investigating technical issues, and helping customers succeed. You are naturally curious and analytical, you thrive on finding the root cause of an issue rather than simply treating the symptoms, and you instinctively reach for AI to work faster and smarter. You understand that great support goes beyond answering tickets it means building trust through genuine care, improving internal processes, identifying recurring issues, and contributing to a better product. You'll work closely with Product, Engineering, QA, UX/UI, Implementation, and Customer Success teams to investigate issues, improve workflows, and ensure our clients receive an exceptional experience. We value people who take ownership, enjoy learning new technologies, embrace AI as a core part of how they work, communicate effectively with both technical and non-technical audiences, and are excited to grow their technical expertise. This role offers excellent career growth opportunities into Senior Support, Implementation, QA, Product Management, or Engineering depending on your interests and strengths. Desired Candidate Profile About You As a Client Support Engineer , you are the first point of contact when our clients need help with our products and often the person who turns a stressful moment into a wow experience. You lead with empathy, tuning in to how each customer is feeling and what success looks like for them. You enjoy solving problems, investigating technical issues, and helping customers succeed. You are naturally curious and analytical, you thrive on finding the root cause of an issue rather than simply treating the symptoms, and you instinctively reach for AI to work faster and smarter. You understand that great support goes beyond answering tickets it means building trust through genuine care, improving internal processes, identifying recurring issues, and contributing to a better product. You'll work closely with Product, Engineering, QA, UX/UI, Implementation, and Customer Success teams to investigate issues, improve workflows, and ensure our clients receive an exceptional experience. We value people who take ownership, enjoy learning new technologies, embrace AI as a core part of how they work, communicate effectively with both technical and non-technical audiences, and are excited to grow their technical expertise. This role offers excellent career growth opportunities into Senior Support, Implementation, QA, Product Management, or Engineering depending on your interests and strengths. Job Responsibilities Use AI including Claude and Cursor alongside your own investigation to research, troubleshoot, and resolve client-reported issues faster. Reproduce client-reported issues in testing environments whenever possible before escalation. Analyze application behavior, logs, and available system information to identify root causes. Ask targeted questions to quickly understand customer issues through Jira, email, phone, or virtual meetings. Provide prompt, accurate, and empathetic updates that keep clients informed and reassured throughout the resolution process. Follow up with customers to make sure issues are fully resolved and that they leave the interaction feeling genuinely cared for not just satisfied. Prioritize multiple client issues while meeting service level expectations (SLAs). Collaborate closely with Product, Engineering, QA, Implementation, and Customer Success teams to resolve customer issues efficiently. Create clear, high-quality bug reports including reproduction steps, expected results, actual behavior, screenshots, logs, and supporting evidence. Properly document investigations and escalate issues that require engineering support. Identify recurring customer issues and proactively recommend long-term improvements. Participate in product planning, testing, and release discussions when appropriate to stay informed about upcoming functionality. Share client feedback and observations that help improve our products and overall customer experience. Create, maintain, and continuously improve internal troubleshooting guides, knowledge base articles, and client-specific technical documentation using AI to keep it clear and current. Contribute ideas for process improvements, automation opportunities, and operational efficiencies. Apply AI responsibly and creatively across research, documentation, and everyday support to raise both speed and quality and help customers get the most from our AI-powered solutions. Stay current with new technologies and product updates, and share what you learn with the team. Job Qualifications 2+ years experience in a similar role, preferably within a marketing agency, technology/software company or professional services firm Willing to shift regular work schedule to support clients in various time zones Proven track record managing client and internal relationships Strong understanding of: Working with AI day to day especially Claude and Cursor to investigate issues, research solutions, and draft clear customer communication Writing effective prompts, and knowing when to lean on AI versus dig in yourself Supporting customers who use our AI-powered solutions and explaining them in plain language General technical aptitude and genuine curiosity about how software works Comfort getting hands-on with web technologies, APIs, and databases or the drive to build that fluency quickly Familiarity with HTML/CSS, JavaScript, SQL, REST APIs, and browser developer tools is a plus, not a must Experience with: Jira API testing tools (Postman or similar) Linux Operating System Docker Containers Git Version Control CI/CD concepts (GitLab or GitHub) Apple Developer Program Google Play Console Nice to Have Python Django React Node.js Angular Shell Scripting Company Industry Insurance Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Support Engineer Get real-time job updates only on our App