Customer Support Engineer

Summary

Join Proton's Customer Experience team as a Customer Support Engineer, providing frontline technical support to CRM users. You will be the technical expert, resolving escalated cases, investigating app behavior, workflow errors, and backend issues. Utilize tools like GCP, Datadog, Airflow, and GitHub to trace and resolve system behavior. Collaborate with Engineering and Product teams to escalate bugs, write documentation, and influence roadmap fixes. Act as a technical advocate for customers, identifying trends and usability issues. Document processes and recommend changes to improve efficiency and resolution times. This role offers a competitive salary, company stock options, and a flexible schedule.

Requirements

• 2–4 years in a technical support or application support role at a SaaS company
• Hands-on experience investigating issues across backend and cloud systems
• Demonstrated ability to translate complex technical issues into actionable next steps
• Customer Orientation : You understand that solving a customer’s issue means thinking beyond the ticket queue—it means driving product value and clarity
• Technical Problem Solving: Comfort investigating logs, debugging distributed systems, and understanding job flows and file-based integrations
• Communication Skills: Ability to clearly explain complex technical concepts to non-technical users—both written and verbal
• Curiosity : You ask why things work the way they do, dig deep into unfamiliar tools, and constantly look for better ways to solve problems

Responsibilities

• Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity
• Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues
• Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior
• Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes
• Act as the customer’s technical advocate: Identify trends, pain points, and usability issues that affect product success and surface them internally
• Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution

Preferred Qualifications

Familiarity with CRM, ERP, or other data-heavy software environments (preferred)

Benefits

• Competitive Salaries + Company Stock Options - we want to pay you well (and equitably!) and make you feel like an owner
• Flexible Schedule - we think high levels of autonomy, responsibility, and working asynchronously foster an amazing workplace
• Biannual Company Paid Off-sites - time for us to be together, brainstorm, and make magic happen