Self-Service Support Engineer

Summary

Join Mux's Self-Service team as a Support Engineer and resolve 50–80 support tickets weekly, collaborating with the team to improve AI-support workflows. You will join customer calls, build feedback loops between Support, Engineering, and Product, and ensure the customer voice is amplified. This role requires 3+ years of experience in engineering or technical support, problem-solving skills, coding proficiency in at least one language, and experience with AI tools. Mux offers competitive compensation ($115K–$150K base pay), excellent benefits, and a supportive remote-equal work culture. The company values work-life balance and invests in employee growth. We encourage applications even if you don't meet all requirements.

Requirements

• 3+ years experience in an engineering or technical support role
• You love problem solving, and take pride in helping customers and debugging issues even when it’s tricky or ambiguous
• You are comfortable writing code in at least one programming language (e.g., JavaScript, Go, Ruby etc.), and you’re eager to deepen your technical skills over time
• You have experience with AI tools, but you do not blindly trust their output and know how to validate their output before relying on it

Responsibilities

• Resolve 50—80 support tickets per week, working across a range of technical and product-related issues to help customers succeed with Mux
• Collaborate closely with the self-service team to improve Mux’s AI-support workflows
• Join customer calls to see first hand what our customers are building and how they are using Mux
• Build a feedback loop between Support, Engineering and Product to ensure that the customer voice is being amplified to other teams at Mux

Benefits

• Flexible PTO + 11 company holidays
• Weekly no-meeting days + quarterly focus weeks
• Healthy work-life balance encouraged
• Competitive health, dental, and vision insurance (100% employee and 65% dependent premium coverage)
• Fully funded fertility benefits
• HSA available, compatible with high deductible plan only ($100 per single employee/month & $200 per family/month employer contribution)
• FSA available
• Short-term and long-term disability insurance
• Group life insurance
• Travel accident insurance
• Employee Assistance Program (EAP)
• Medical support concierge service
• 401(k)
• Paid parental leave
• Investment in career growth through professional development stipend
• Reimbursements for headphones, cell phones, device upgrades, and SVoD services of Mux customers
• Lunch reimbursement program