About the company
ReadMe helps more than 5,000 leading startups and tech companies build beautiful, personalized, and interactive developer hubs. If you’ve ever visited the developer docs for PagerDuty, Samsara, or Nvidia, you’ve used ReadMe!
We love what we do because it’s so much more than just documentation. We’re providing tools for teams to build a better developer experience and make their products and APIs easier to use. We’ve got great support from our investors at Accel who led our Series A, and our interview process reflects the open, caring, and whimsical culture we want to maintain as we scale.
Responsibilities
- Serve as a primary technical point of contact for enterprise customers.
- Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations).
- Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues.
- Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs.
- Identify patterns in support cases and proactively recommend product or process improvements.
- Draft clear, executive-ready communications during escalations or incident scenarios.
- File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate.
- Contribute to and elevate internal and external documentation.
Requirements
- You have significant experience supporting enterprise or high-growth SaaS customers.
- You remain calm and structured during high-priority or time-sensitive situations.
- You can confidently say “no” or reset expectations while preserving trust.
- You communicate complex technical concepts clearly to both technical and non-technical audiences.
- Technical Skills: APIs and API debugging, Swagger / OpenAPI specifications, OAuth, SAML, and SSO authentication flows, Git and CI/CD troubleshooting, Front-end technologies (HTML, CSS, JavaScript), Markdown, Chrome Developer Tools, CLI environments, npm packages and modern JavaScript ecosystems, Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows - with strong judgment and verification, Diagnosing performance, configuration, and integration issues.
- Support Skills: You have a structured investigation and root-cause analysis process. You follow through on every issue and ensure closure. You identify recurring friction points and advocate for systemic improvements. You’re proactive, detail-oriented, and accountable. You understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level.
Conditions
- Not specified in the job description.