Customer Support Engineer

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $130k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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TheyDo - Journey Management

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🏢 Enterprise

SaaS • Enterprise

TheyDo is a platform that focuses on journey management to help companies align strategy, planning, and delivery around customer journeys. By leveraging Journey AI, TheyDo enables organizations to map, structure, and manage customer experiences efficiently. Their solution supports the transformation of research into actionable journeys, enabling customer-centric collaboration and productivity improvements. TheyDo's services are designed for enterprises to onboard departments and integrate journey management into everyday operations, enhancing customer experience and business alignment.

📋 Description

• Own customer issues end to end, from understanding and reproducing problems through resolution or escalation • Serve as the technical face of TheyDo for customers in North America • Work closely with QA engineers and developers on reproductions, escalations, and fixes • Handle incoming bug reports, gather missing context, and obtain reliable reproductions • Reproduce issues using browser developer tools, network traces, logs, and API calls • File complete, well-scoped engineering bugs with reproduction steps, environment, impact, and affected customers • Own status communication for escalated issues until resolution • Identify patterns across reports and convert them into product feedback • Deliver SSO/SCIM setup, integration activation, and workspace provisioning • Configure integrations with customers' external systems • Build customer-facing skills, commands, agents, and workflows using existing product capabilities • Run customer feedback sessions and route feedback to product • Train and improve Fin, the AI support agent • Improve help-center content and provide product feedback • Own Intercom workflows, automations, tagging, ticketing, escalation paths, and handoffs with Salesforce and Vitally • Own and report on first-response SLAs for North America • Turn recurring requests into runbooks, automations, and product feedback

🎯 Requirements

• Experience in a technical customer-facing role at a B2B SaaS, such as support engineering, implementation, technical onboarding, or support ops • An automation instinct and willingness to automate recurring work • Comfortable building automations with Intercom, Fin, n8n, Notion Agents, or Slack AI • Hands-on experience with SSO protocols: SAML, OIDC, and SCIM, or ability to learn them quickly • Clear technical and customer-facing writing • Ability to independently prioritize and take ownership • Experience with Intercom, Linear, or AI support agents is a plus • Familiarity with Salesforce or Vitally is a plus • Coding experience, including scripts, internal utilities, or integrations using Claude Code, Cursor, or OpenRouter • Solid web fundamentals: browser developer tools, APIs, authentication flows, and client-server applications • Ability to work in the Eastern Time Zone / currently live in the Eastern Time Zone

🏖️ Benefits

• Competitive compensation and pre-IPO equity • Fully remote working with flexible hours • Health Insurance benefit • Minimum of 25 days of paid holiday per year (pro rata), plus public holidays and three extra days during the annual winter shutdown • Learning and Development budget • Wellbeing budget • Paid parental leave: 6 months for the primary carer and 6 weeks for the secondary carer, fully paid • Paid childcare leave • Home office or co-working budget • Company events and retreats • MacBook Air or Pro • Access to Gather, Slack, Notion, Loom, G:Suite and TheyDo • Continuous growth of the benefits package