Enterprise Support Engineer
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Job Description
Enterprise Support Engineer providing technical support to customers at ReadMe. Troubleshooting API and implementation issues for leading startups and tech companies.
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.
- 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
- 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.
Benefits:
- Unlimited PTO with a three-week minimum. 🏖️
- Fully covered medical, dental, and vision insurance for you, and 100% for your dependents. 🩺
- A One Medical membership. 🧑⚕️
- A gym or fitness stipend of up to $150 per month. 🏋️♀️
- One-to-one donation matching of up to $1,000 per year. 💸
- Twelve weeks of paid parental leave after the birth or adoption of a child. 🐣
- Hybrid work. 🏠
- Three offsite retreats per year to get together with coworkers and plan for the quarter ahead. ✈️
- Take a look at our __handbook__ for more information on our benefits! 📘
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