Product Support Engineer

Summary

Join GoGlobal as a Product Support Engineer and play a key role in supporting our clients by handling technical issues, debugging integrations, and ensuring a smooth user experience. You will work closely with the Product, Engineering, and Customer Success teams to maintain efficient platform operations. This role requires problem-solving skills, a solid technical foundation, and the ability to thrive in a fast-paced environment. The position involves owning L1 technical support, analyzing logs, debugging integrations, collaborating with cross-functional teams, and improving support processes. You will also monitor support data, identify areas for product improvement, and communicate effectively with both technical and non-technical teams. The ideal candidate will have proven experience in a similar B2B SaaS environment.

Requirements

• Proven experience in a similar Product Support or Technical Support role within a B2B environment, specifically SaaS
• Strong ability to read and interpret logs, with basic debugging skills for API and system integrations
• Familiarity with observability and error-tracking tools such as Sentry and DataDog
• Solid understanding of technical concepts, with the ability to communicate clearly between technical and non-technical teams
• Experience working cross-functionally with Product, Engineering, and Customer Success teams
• Comfortable working independently in a remote, fast-paced environment
• Excellent communication skills in English, both written and spoken

Responsibilities

• Own and manage L1 technical support, including triaging client-reported issues and ensuring timely resolution
• Analyze logs, debug basic integration issues, and escalate to Engineering when needed
• Collaborate closely with Product, Development, and Customer Success teams
• Monitor, track, and report on key support data and recurring ticket themes
• Improve support processes and documentation
• Identify areas for product improvement based on support trends and client feedback

Preferred Qualifications

Experience with SQL, Next.js (TypeScript), and GraphQL

Benefits

Fully remote work, and hybrid options in some countries