Every support ticket is someone's bad day interrupting their work. Our job is to fix the problem and make that interruption as short as possible. We're hiring a Remote Customer Support Engineer who can do that well, over email, chat, and phone, for customers scattered across time zones we don't always keep normal hours in.
The Short Version
You'll be the first technical voice a customer hears when something breaks. That means diagnosing real problems, not just reading from a script, and knowing when to solve it yourself versus when to pull in engineering. This is a fully remote role open to candidates anywhere in the world, and it pays
$80,000 a year.
What You'll Actually Do
Handle the front line
- Answer customer questions and technical issues across email, chat, and phone as they come in
- Log every interaction, issue, and resolution in the ticketing system so nothing gets lost
- Keep response and resolution times inside our SLAs, not just close to them
Actually understand what you're supporting
- Build real depth on our products and the technology underneath them, not just the surface-level FAQ
- Keep up with product updates and releases so you're never explaining an old version to a customer
- Sit in on regular training and push your own technical skills forward over time
Diagnose before you respond
- Reproduce reported issues yourself when you can, instead of guessing at the cause
- Walk customers through fixes step by step, in language that matches their technical level
- Escalate the issues that genuinely need engineering, and keep the customer posted while you wait
Make the next ticket unnecessary
- Write and update knowledge base articles and troubleshooting guides so customers can self-serve
- Run occasional webinars or product walkthroughs for customers who want to go deeper
- Flag patterns in what's going wrong back to product and engineering, so the same bug doesn't generate fifty tickets
What Gets You Hired
- Education: Bachelor's degree (minimum requirement; equivalent hands-on experience will be considered in place of the degree)
- Experience: At least 2 years in customer support, technical support, or a helpdesk role — remote support experience is a strong plus
- A working grasp of networking basics, common operating systems, and cloud fundamentals
- Comfort with troubleshooting tools, diagnostic methods, and remote-support software
- Experience with ticketing systems and CRM platforms — you don't need to know ours yet, just the concept
- The ability to explain a technical problem to someone who isn't technical, without sounding like you're talking down to them
- Enough independence to manage your own queue and priorities without someone checking in every hour
What Would Make You Stand Out
- A certification from AWS, Microsoft, or Cisco
- Experience supporting customers across different countries and communication styles
- Basic scripting ability in Python or Bash, especially for automating repetitive troubleshooting steps
- A track record of writing documentation that people actually use
The Practical Stuff
This role is remote and the hours are largely flexible, but you'll need some overlap with the time zones of the customers you support. Occasional on-call coverage comes with the territory when systems go down outside normal hours — it's not constant, but it happens. If you've worked support before, this rhythm won't be new to you.
Pay and Perks
- Base salary of $80,000, reviewed annually against performance
- Health, dental, and vision coverage
- Paid time off that you're actually encouraged to use
- Budget for certifications and courses relevant to your role
- Clear path to move into senior support, technical account management, or engineering-adjacent roles over time
How the Team Works
Support here isn't siloed — you'll regularly talk with sales, product, and engineering, and your feedback actually shapes what gets built next. We often compare notes across the team, share tricky tickets, and treat hard problems as something to solve together rather than something to hide. You'll see this posting and similar support roles listed on
Naukri Mitra alongside other technical support positions, which is a useful way to gauge how this role's scope compares to others in the market. What we care about day-to-day is whether customers walk away with their problem actually solved, not just acknowledged.
Apply
Send your resume through the application link. If you've got a favorite support story, a gnarly bug you tracked down, or a customer you talked down from furious to fine, mention it. We read for that kind of detail before anything else.
