technical and customer-focused IT Support Engineer

We’re looking for a highly technical and customer-focused IT Support Engineer to join a rapidly growing, profitable technology company in San Francisco. This is a high-ownership opportunity for someone who enjoys solving complex technical problems, working directly with customers, and partnering closely with Engineering and company leadership.

This is not a traditional help desk role. You’ll work in a fast-paced startup environment supporting a technical software platform, troubleshooting product issues, debugging with Python, and helping build scalable support processes as the company continues to grow. Responsibilities

• Own and troubleshoot a high volume of technical customer support requests.
• Work directly with enterprise customers through support channels and regular customer calls.
• Lead technical onboarding for enterprise customers, including setting up support workflows and integrating communication channels with ticketing systems.
• Diagnose and resolve product bugs, technical issues, integration challenges, and configuration problems.
• Use Python to read code, investigate issues, and debug technical problems.
• Support an on-premise software product across different versions and customer environments.
• Work closely with Engineering, Product, and technical leadership to identify bugs, communicate customer issues, and drive problems through resolution.
• Take ownership of customer issues from initial investigation through resolution rather than simply escalating problems.
• Identify recurring issues and proactively improve support processes, documentation, and workflows.
• Help establish and scale support processes as the company continues to grow.
• Provide technical guidance to customers and help them get the most value from the platform.
• Communicate complex technical issues clearly to both technical and non-technical audiences.

• 2+ years of experience in Technical Support Engineering, Software Support, Product Support, Application Support, or a similar technical customer-facing role.
• Experience working at a startup or high-growth technology company.
• Strong Python experience, including the ability to read code and use it for debugging and troubleshooting.
• Experience supporting a technical software platform or product.
• Experience troubleshooting integrations, deployments, configurations, or on-premise environments.
• Strong understanding of debugging, troubleshooting, and root-cause analysis.
• Excellent written and verbal communication skills.
• Comfortable working directly with enterprise customers and participating in customer calls.
• Highly proactive and resourceful with a strong sense of ownership.
• Process-oriented with an interest in identifying inefficiencies and improving how support operates.
• Comfortable working cross-functionally with Engineering, Product, and company leadership.
• Passionate about learning new technologies and solving challenging technical problems.
• Ability to work effectively in a fast-paced, high-growth startup environment.

Compensation & Environment

• High-ownership role with significant visibility across the organization.
• Direct exposure to customers, Engineering, and technical leadership.
• Opportunity to help shape and scale support operations at a rapidly growing technology company.
• Fast-paced environment with a high bar for technical ability, communication, and initiative.