Support Engineer

Summary

Join TeamSnap as a Support Engineer, bridging Engineering and Customer Support. You will lead technical investigations, execute code/database changes, and build internal tooling. Translate support needs into technical fixes and product improvements. Collaborate with Product and Engineering teams to resolve issues. Design and build internal support tools to increase agent productivity. Maintain scripts and workflows for customer remediations and technical documentation. This role reports to the Senior Quality Assurance Manager and involves cross-functional collaboration.

Requirements

• 2+ years of hands-on software engineering experience - you're comfortable reading, writing, and debugging code
• Proficient in SQL and at least one scripting language (e.g. JavaScript, Bash, etc.), with the ability to write clean, maintainable scripts to automate tasks, troubleshoot issues, and analyze data
• Experience working with SaaS platforms and tools like HelpScout, Zendesk, Intercom, Jira, Confluence
• Familiarity with debugging tools and logs (e.g., DataDog, Sentry, Honeybadger, etc.) to trace issues across services
• A solid understanding of how engineering decisions impact the customer, with the ability to prioritize tasks based on technical urgency and business value
• Strong collaboration skills with cross-functional teams including Engineering, QA, and Product

Responsibilities

• Triage and resolve high-priority support escalations by executing lightweight engineering tasks such as database updates, configuration changes, and minor code fixes
• Investigate and debug complex Tier 2/3 issues escalated from both organizational and consumer-facing support teams
• Work closely with Product and Engineering teams to validate bugs, identify root causes, and drive fast, effective resolutions
• Design and build internal support tools, automation, and AI-powered systems that increase agent productivity and reduce incoming ticket volume
• Own and maintain scripts and workflows used for customer remediations such as backfills, data corrections, or account cleanup operations
• Author and maintain clear, reliable runbooks and technical documentation to support consistent and scalable incident response

Benefits

• We're proud to be remote-first . We've been remote since 2009, long before COVID made it cool
• Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary)
• 100% premium coverage of medical/dental/vision for you and your family
• 401K to help you invest for the future
• $1,500 annual learning and development stipend
• Travel to fun locations for all-company meetings and team events
• Generous home office allowance to set you up for success
• TeamSnap SWAG to our store upon starting and a $50 credit on every work anniversary thereafter
• A monthly stipend reimbursement for health & wellness and so much more!