Support Engineer (SaaS)

Location: Remote - USA

Salary: $122,000–$165,000 per year for candidates in NYC, the SF Bay Area, and Seattle; $113,000–$153,000 per year for all other U.S. locations. The role may also include variable compensation.

Company

Provides a client experience platform for appointment-based self-care businesses, including salons, spas, medspas, and barbershops.

What you will do

• Own top-tier technical escalations through resolution.
• Respond to developer support requests involving the API and developer environment.
• Partner with Support, Success, Onboarding, and Engineering to improve customer experience and product quality.
• Participate in the development cycle and identify supportability issues before features ship.
• Become a domain expert for specific areas across the platform.
• Build internal tools, scripts, and automations that expand what Product Support can resolve independently.

Requirements

• 4+ years of experience in technical support, solutions engineering, or a customer-facing engineering role at a fast-paced SaaS company.
• Deep working knowledge of SQL, APIs including REST, cURL, and Postman, logs, and debugging methods.
• Experience building and maintaining internal tools or scripts in Python, JavaScript, or a similar language.
• Experience owning a technical area or system end to end, including escalations, documentation, and cross-functional collaboration.
• Comfort with sprint planning and engineering rituals, and the ability to turn supportability concerns into actionable engineering input.
• Ability to identify incident patterns, anticipate risks, and drive preventative improvements using sound judgment based on customer impact, risk, and business needs.
• Clear communication skills for explaining complex technical concepts to customers, support teams, engineers, and stakeholders, plus a mindset for mentoring and training others.
• Growth mindset and interest in continuous improvement and scalable support systems in a fast-growing environment.
• A bachelor’s degree in Computer Science, IT, or a related field is preferred; equivalent professional experience is considered.

Nice to have

• Familiarity with POS systems, payments, or hardware-integrated platforms.
• Experience with Jira, Zendesk, Intercom, Retool, Zapier, or n8n.
• Knowledge of CI/CD pipelines, Agile Scrum, Git, and GitHub.
• Understanding of SaaS software architecture, including back-end and front-end development practices.

Culture & Benefits

• Fully remote work with a $200 home office setup allowance and $50 monthly work-from-home reimbursement.
• Competitive base pay, performance bonus eligibility, and equity participation for full-time employees.
• Medical coverage with up to 100% employee premium coverage and 75% dependent coverage, plus HSA contributions.
• Covered dental, vision, life, and disability insurance.
• 12 weeks of fully paid U.S. parental leave, flexible paid time off, and 10 U.S. company holidays.
• $200 quarterly wellness and industry-use allowance, One Medical membership, and Employee Assistance Program.