Support Engineer
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Job Description
Support Engineer at Default providing high-quality technical support across email and Slack. Investigating and troubleshooting issues, collaborating with Engineering and Product teams.
Responsibilities:
- Deliver high-quality technical support across email, Slack, and other platforms, resolving complex issues while ensuring a strong customer experience.
- Investigate, reproduce, and troubleshoot software bugs and usability issues across the stack: from helping users implement workflows to identifying and escalating platform issues to Engineering.
- Serve as a trusted technical partner in conversations with customers and developers.
- Collaborate with Product and Engineering to escalate critical issues and translate customer feedback into actionable roadmap insights.
- Create and maintain clear user-facing documentation and internal knowledge bases to enable customers and internal teams.
- Design and build internal tools and automations to improve support efficiency and scalability.
Requirements:
- Driven by high curiosity to understand how systems work and how they can be improved.
- Strong empathy for customers, with a willingness to meet them where they are, deeply understand their challenges, and take ownership of driving issues to resolution.
- Ability to clearly and confidently communicate complex technical concepts, tradeoffs, and design patterns to both technical and non-technical audiences.
- Experience with React, TypeScript, and JavaScript is a strong plus, particularly for debugging frontend issues, APIs, and improving the product experience.
- Understanding of databases, with the ability to read, write, and optimize SQL queries for debugging and analysis.
- Experience using code repository platforms such as GitHub, GitLab, or Bitbucket.
- Working knowledge of CRMs such as Salesforce, HubSpot, or Attio.
- Experience with LLMs and AI tooling, with an understanding of how they are applied in practice.
- NYC-based and working on-site is a plus; remote candidates within the U.S. are welcome, with occasional travel to NYC for collaboration.
- Prior experience in a similar role is preferred, but not required.
Benefits:
- Competitive salary + equity: if Default wins big, you should too.
- Healthcare coverage: we cover 75% medical, 100% dental, 100% vision, and life insurance coverage.
- Flexible PTO.
- Monthly health & wellness stipend.
- Learning and development opportunities.
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