Support Engineer
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Job Description
Support Engineer providing technical assistance on API, MDM, and integrations at Hubstaff. Collaborating with Sales and Success teams to enhance customer experience and implementation success.
Responsibilities:
- Join Sales and Success calls to answer technical questions, assist with setup, and guide customers through complex implementations.
- Handle escalations from Sales, Success, and Support, including tickets, emails, calls, and screenshares.
- Troubleshoot advanced issues involving APIs, MSI deployments, networking, MDM configuration, and integrations.
- Provide clear and empathetic explanations that help customers understand solutions and next steps.
- Diagnose complex technical issues and determine root causes.
- Document findings, patterns, and solutions to improve internal knowledge and reduce repeat escalations.
- Assist large customers with onboarding, especially those with extensive user bases or advanced deployment needs.
- Help customers adopt features such as silent installation, Hubstaff’s API, tool integration, and payroll.
- Develop scalable onboarding content that simplifies adoption, shortens time to value, and decreases support demand from end users.
- Collaborate closely with Sales, Success, Support, and Engineering to ensure smooth handoffs and consistent customer experiences.
- Contribute to internal tooling, documentation, and process improvements.
Requirements:
- Experience with APIs, scripting, and programming concepts
- Basic understanding of software development lifecycle
- Familiarity with MSI deployments, MDM configuration, and networking fundamentals
- Understanding of security and compliance considerations
- Ability to troubleshoot integrations and guide customers through setup
- Comfort working with logs, system behavior, and technical diagnostics
- Junior or Mid-level experience in SaaS support, DevOps, QA, systems engineering, or similar technical roles
- Technical skill level close to a junior developer with strong customer-facing ability
- Certifications in related fields are a plus but not required
Benefits:
- Fully remote role
- Must work within the AMER timezone
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