Customer Support Engineer

Summary

Join Proton’s Customer Experience team as a Customer Support Engineer, providing frontline technical support to CRM users. You will partner directly with customers, resolving technical issues, investigating logs and systems using tools like GCP, Datadog, Airflow, and GitHub. 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 improvements to reduce ticket volume and enhance first-response resolution. This role requires 2–4 years of experience in technical support at a SaaS company and hands-on experience investigating backend and cloud system issues. The salary range is $30,000 - $40,000 annually.

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

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