Enterprise Support Engineer

🕒 February 27

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ReadMe

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔌 API

☁️ SaaS

🏢 Enterprise

API • SaaS • Enterprise

ReadMe is a company that specializes in providing comprehensive documentation solutions for developers and enterprises. They offer tools to create and manage API documentation, enabling seamless communication and integration for developers. With features like Git-backed docs, API reference, changelog, and access control, ReadMe makes it easy for companies to keep their technical documentation in sync and accessible. They also provide a platform for developers to test APIs directly from the docs, aiding in quick adoption and integration. ReadMe is focused on enhancing the developer experience through clear and efficient documentation, with additional features for enterprise needs, such as SSO and OAuth, audit logs, and translations.

📋 Description

• Serve as a primary technical point of contact for enterprise customers. • Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations). • Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues. • Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs. • Identify patterns in support cases and proactively recommend product or process improvements. • Draft clear, executive-ready communications during escalations or incident scenarios. • File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate. • Contribute to and elevate internal and external documentation.

🎯 Requirements

• You have significant experience supporting enterprise or high-growth SaaS customers. • You remain calm and structured during high-priority or time-sensitive situations. • You can confidently say “no” or reset expectations while preserving trust. • You communicate complex technical concepts clearly to both technical and non-technical audiences. • APIs and API debugging • Swagger / OpenAPI specifications • OAuth, SAML, and SSO authentication flows • Git and CI/CD troubleshooting • Front-end technologies (HTML, CSS, JavaScript) • Markdown • Chrome Developer Tools • CLI environments • npm packages and modern JavaScript ecosystems • Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows - with strong judgment and verification • Diagnosing performance, configuration, and integration issues • You have a structured investigation and root-cause analysis process. • You follow through on every issue and ensure closure. • You identify recurring friction points and advocate for systemic improvements. • You’re proactive, detail-oriented, and accountable. • You understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level.

🏖️ Benefits

• Unlimited PTO with a three-week minimum. 🏖️ • Fully covered medical, dental, and vision insurance for you, and 100% for your dependents. 🩺 • A One Medical membership. 🧑‍⚕️ • A gym or fitness stipend of up to $150 per month. 🏋️‍♀️ • One-to-one donation matching of up to $1,000 per year. 💸 • Twelve weeks of paid parental leave after the birth or adoption of a child. 🐣 • Hybrid work. 🏠 • Three offsite retreats per year to get together with coworkers and plan for the quarter ahead. ✈️ • Take a look at our __handbook__ for more information on our benefits! 📘