Technical Support Engineer

Description

This is a Tier 2 Technical Support role that gives elevated support to the company's commercial and consumer customers.

The team resolves technical issues, guides customers on using the company's solutions, works closely with other internal teams, and keeps pace with a product suite that is growing quickly.

The company makes a collaboration platform for enterprises that helps people communicate and get work done together across its communication and collaboration products.

Responsibilities

• Take ownership of inbound cases and calls in the Tier 2 integrations area, troubleshooting APIs, calendar sync problems, and data mismatches between connected platforms through to resolution.
• Hit individual targets tied to team success, such as case volume, resolution rates, and customer satisfaction scores.
• Respond quickly and keep regular contact with customers, team members, and engineers, putting urgent requests first.
• Keep your knowledge of the company's products, features, troubleshooting tools, and best practices current.
• Be ready to cover after-hours or on-call shifts when required.

Requirements

• At least 3 years in a technical support role, handling cases from start to finish in a customer-facing setting.
• Deep experience supporting or managing externally integrated applications such as Salesforce, HubSpot, or Marketo.
• Solid technical grounding in REST APIs, including reading payloads and tracing calls with tools such as Postman or SOAP UI, and/or Single Sign-On solutions.
• Experience supporting identity management, such as Okta SSO, Google SSO, or SCIM provisioning.
• Prior experience integrating and supporting calendar services such as Microsoft Office 365 or Google Calendar.
• Ability to handle a high volume of cases, calls, and chats in a fast-moving team.
• Clear communication and comfort speaking directly with customers, along with the flexibility to keep up with a fast-moving team.

Conditions

Hybrid role: you must be on-site at the Denver, CO office 2 days per week. Remote work is not available for this position.

Immigration sponsorship is not available for this position.

Pay range: $31.44 - $76.29. Annualized range: $65,400.00 - $158,700.00.

This is a non-exempt position and is eligible for overtime pay under applicable federal, state, and local law.

Total compensation is considered beyond the base salary and/or OTE listed, covering base salary, bonus, and equity value.

Starting pay depends on several factors, including qualifications and experience.

Pay ranges may vary by location.

Applications stay open for at least 5 days. The anticipated position close date is 10/28/26.

Interviews are supported by BrightHire, which may record them. The candidate privacy statement explains how data is used.

Hiring is fair and based on skills, experience, and potential. Accommodations are available on request during the hiring process.

Benefits

• Benefits cover physical, mental, emotional, and financial health, support for work-life balance, and ways to contribute to the community.