Customer Service Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Engineer based in the United States.

• Technical customer support: Provide responsive, empathetic, and clear technical assistance through email, Slack, web forms, in-app support, and other channels while maintaining strong response, resolution, and customer satisfaction targets.
• Troubleshooting and debugging: Diagnose and resolve customer issues involving SDKs, APIs, integrations, and related technical tools, with particular emphasis on frontend environments.
• Frontend support: Investigate issues involving JavaScript frameworks, libraries, HTML, CSS, and customer implementations, identifying practical solutions and clearly communicating them to developers.
• API troubleshooting: Reproduce and analyze API-related issues using tools such as Postman and other debugging resources.
• Customer implementations: Build proof-of-concept solutions when needed to support sales and implementation efforts, and guide customers toward effective SDK integration practices.
• Documentation: Partner with technical writers to develop and improve public FAQs, internal knowledge bases, and support resources based on recurring customer questions.
• Cross-functional collaboration: Work with Product and Engineering teams to investigate technical problems, contribute to root-cause analyses, and advocate for customer-focused product improvements.
• Issue analysis: Identify patterns in recurring customer issues and use those insights to help teams prioritize the most valuable technical and product improvements.
• Product knowledge: Stay current on new features, functionality, SDK updates, and platform capabilities to provide accurate and effective customer guidance.
• Support operations: Contribute to internal tools, workflows, and resources that improve the efficiency and quality of technical support.

• 2–3 years of experience as a frontend engineer or in a comparable technical role.
• Proficiency with JavaScript, HTML, CSS, and modern frontend frameworks.
• Familiarity with RESTful APIs and practical experience interacting with and troubleshooting API integrations.
• Strong analytical, debugging, and problem-solving abilities, with the ability to investigate issues methodically and identify root causes.
• Experience with Postman or similar tools for reproducing and diagnosing API issues without necessarily writing code.
• Basic understanding of Git and standard version-control workflows.
• SQL experience is a plus; willingness to learn SQL is also valued.
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear guidance for different audiences.
• Genuine interest in helping customers succeed, understanding their needs, and turning technical challenges into positive experiences.
• Comfortable working across Customer Support, Product, Engineering, and documentation teams in a highly collaborative environment.
• Curious, resourceful, and comfortable learning new technologies and investigating unfamiliar problems.
• Strong ownership, autonomy, transparency, and willingness to contribute ideas and continuously improve processes.

• Salary: $65,000–$80,000 annually, depending on experience, geography, and other relevant factors.
• Remote work: 100% remote position within the United States.
• Retirement: 401(k) matching contributions of up to 5% of salary.
• Healthcare: Competitive medical, dental, and vision insurance plans.
• Paid time off: Unlimited PTO, paid holidays, and sick leave.
• Parental support: Generous parental leave.
• Professional development: Learning stipend and a culture that actively encourages career growth.
• Home office: Home office stipend to support a productive remote setup.
• Equity: Employee stock options providing ownership in the company.
• Culture: An autonomous, transparent, trust-based environment where employees are encouraged to help one another, share ideas, and celebrate successes.
• Community: Opportunity to work with an experienced team and engage with a global community of more than 2,000 developers.
• Work environment: Flexible and casual culture focused on solving customer problems creatively and making complex technology easier to use.