Technical Support Engineer

Details

As a Technical Support Engineer, you’ll communicate directly with our customers via our Support Center. You will triage a diversity of support tickets, work on process improvement, and conduct regular touch points with Product and Customer Success teams. You’ll help new and existing customers get up and running with our product, diagnose tricky situations, and aid companies in achieving their business goals. Our Technical Support Engineers have contact with more customers than anyone else in the company and are essential to delivering a remarkable customer experience.

Customer.io powers automated communication (emails, push notifications, in-app messages, SMS) using real-time behavioral data and is used by over 8,000 companies.

Responsibilities

• Triage and respond to customer support tickets via email and live chat through the Support Center.
• Diagnose customer issues, reproduce problems, and recommend solutions or workarounds.
• Collaborate with Product and Customer Success teams; file and track bugs or product issues.
• Contribute to process improvements and support automation for the team.
• Onboard and guide customers in using the platform to achieve their goals.
• Participate in occasional video calls, pairing sessions, and team collaboration to clarify customer scenarios and share tips.

Requirements

• Experience in a technical support or customer-facing technical role.
• Strong written and verbal communication skills; comfortable primarily communicating technical tasks over email.
• Familiarity or comfort with live channel support (live chat).
• Understanding of basic programming concepts (APIs, variables, if/else statements, loops). Knowledge of JavaScript is a plus.
• Previous experience with SaaS products or technical platforms; experience in the Marketing Automation / email marketing space is a plus.
• Ability to work in a fast-paced, team environment and be a self-starter.
• Available to work PST/MST hours (North America-based hiring focus).

Technologies and tools used by the team: Zendesk (ticketing), Linear (bug tracking), Zapier (support automation), Notion and Slack (internal collaboration), Zoom (video calls), and occasional pairing via Roam.

Compensation & Benefits

• Salary: $70,000 USD (or equivalent in local currency), depending on experience and subject to market rate adjustment.
• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
• 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

Hiring Process

• 30-minute Zoom call with Recruiter
• 45-minute Zoom call with Hiring Manager
• 45-minute Homework Review Call with Team
• 30-minute Final Interview with Director, Technical Support

Final candidates will be asked to complete background checks and employment verifications. Virtual interviews use Zoom video. Offers provided in writing on official Customer.io letterhead.

Company & Culture

Customer.io is committed to inclusion and equity, bias-free hiring practices, and building an inclusive team culture. The Technical Support team offers growth paths into Engineering, Product, or Customer Success roles.