Technical Support Engineer

Description

The company builds a product context layer that takes in and stores a product's analytics, errors, session replays and business data, so users and their AI agents can query and act on it.

These include product analytics, replay vision, AI observability and error tracking, plus an MCP server and a data warehouse that lets users run custom SQL insights across product and customer data.

Over 500K organizations have installed the product, mostly through word of mouth.

The team is small and autonomous. Engineers lead product teams and choose their own work, and the company is remote first, with asynchronous communication by default.

The role suits an engineer who enjoys helping customers. Your past job title matters less than your ability to pick up new things and handle problems nobody has seen before, and the team has hired support people from many different backgrounds.

You care about how customers feel at the end of a conversation, not just whether the ticket is closed. You accept feedback well, admit when you do not know yet, and learn from others on the team.

Responsibilities

• Answer customer questions across all of the company's products, both in the app and in shared Slack channels with its larger customers.
• Take ownership of each ticket from start to finish and keep customers informed as you go.
• Ship fixes to the codebase and documentation when you find something broken or unclear.
• Become the go-to support expert for one product area, managing its queue, working with the engineers who build it, and spotting recurring patterns that point to fixes.
• Improve support processes and tooling, including the tools and workflows built on the product itself.
• Send customer pain points and feature requests to engineering with enough context to prioritize them.
• Do not route tickets or pass hard questions along just because they look difficult. If you cannot solve something, find the person who can and connect them.
• Test answers yourself rather than pasting AI output to customers. Write replies that are better than what an AI tool would produce.

Requirements

• Experience with at least two programming languages, gained in any setting, such as a previous job or side projects.
• Experience debugging code or systems you do not know, and confirming that your fix works.
• Clear, concise writing that explains a complex fix without overwhelming the customer with options.
• Investigations that are thorough but do not delay your reply.
• Ability to set priorities and switch context across a busy queue covering many products.
• Experience supporting similar products, such as analytics, session replay, feature flags, experiments or LLM observability.
• Background in support, teaching, product work or another role where you explain technical topics to people.

Conditions

You are the company's face for many customers, most of whom are engineers, so they need someone who understands the technical detail and writes like a real person.

Support is part of why customers choose the company.

Support covers both EU and US time zones, and the company is hiring for both.

The team works in the open. You ask for help, share what you learn and discuss problems in team channels instead of direct messages.

Tuesdays and Thursdays are meeting-free days.

If you have a disability, tell the company if there is anything it can do to improve your interview experience, and it will make accommodations.

LI-DNI