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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer - **Company:** VibeIQ Inc. - **Location:** Boston, MA, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Software as a Service, Web Applications, Zendesk - **Published:** July 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=879d0eda2ff28118 ## About the Role This is a role for someone who thrives on solving problems, loves digging into the details, and takes pride in delivering a great customer experience - even when things get complicated., * 3-5 years of experience in a Technical Support, Support Engineering, or Application Support role at a SaaS company. * Hands-on experience managing support tickets in Zendesk or a similar platform. * Strong troubleshooting instincts - you're methodical, curious, and don't give up until you find the root cause. * Clear written communication skills; you can explain complex issues to both technical and non-technical audiences. * Ability to manage and prioritize a busy ticket queue without dropping the ball., * Experience supporting B2B SaaS enterprise customers. * Familiarity with PLM, PIM, or retail/merchandising technology platforms. * Basic understanding of APIs and web application architecture. * Experience working in a startup or fast-scaling environment. ## Description As a Support Engineer at VibeIQ, you'll be the go-to technical resource for our customers - owning issues from first contact through resolution. You'll manage support tickets, investigate issues, handle escalations, and help build the processes that keep our support operation running smoothly. As a Support Engineer, you'll be an important part of our Customer Success team, and more importantly, you'll become a trusted advisor to our customers and play an integral role in their value realization., Customer-Facing Technical Support * Own a high volume of inbound support tickets, managing prioritization, updates, and resolution from start to finish. * Diagnose and troubleshoot issues across VibeIQ's platform related to user workflows, product data, permissions, and configuration. * Communicate clearly and professionally with customers, providing timely updates and translating technical findings into easy-to-understand explanations. * Document solutions thoroughly and contribute to an internal knowledge base to help the team resolve recurring issues faster. * Be a voice to the customer's sentiment and health status to internal partners. Escalations & Incident Management * Identify and escalate high-severity tickets appropriately, ensuring urgent issues are flagged and tracked with clear ownership and timelines. * Coordinate with Customer Success Managers during escalations to keep customers informed and confident. * Spot patterns across tickets - recurring bugs, workflow issues, configuration gaps - and surface them to the right internal stakeholders. * Follow up on resolved escalations to confirm customer satisfaction and close the loop. Internal Support Operations * Help maintain and improve support workflows and ticket processes to keep the queue organized and efficient. * Contribute to internal documentation, runbooks, and FAQs that reduce time-to-resolution across the team. * Assist in onboarding new support team members by sharing knowledge and best practices. ## Related Videos - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Generate AI in the Browser with Chrome AI - Raymond Camden](https://www.wearedevelopers.com/videos/1770-generate-ai-in-the-browser-with-chrome-ai-raymond-camden) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Fleet Management - Reinvented](https://www.wearedevelopers.com/videos/473-fleet-management-reinvented) - [WebXR: Enabling Virtual and Augmented Reality on the Web](https://www.wearedevelopers.com/videos/965-webxr-enabling-virtual-and-augmented-reality-on-the-web) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [Lessons for Vibe Coders and Developers](https://www.wearedevelopers.com/magazine/614-lessons-for-vibe-coders-and-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers)