Technical Support Engineer

Summary

Join Postman, a leading API development platform, as a Technical Support Engineer! You will provide excellent service to our millions of users, troubleshooting technical issues and collaborating with various teams. This role requires 2+ years of technical product support experience in a SaaS environment and excellent communication skills. Familiarity with APIs and relevant technologies is highly valued. While remote, this hybrid role offers opportunities for global collaboration. Postman provides a competitive salary, comprehensive benefits, unlimited PTO, and a supportive work environment.

Requirements

• 2+ years of experience doing technical product support for a modern / SaaS product
• Previous experience with API Development / SaaS products
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Be very comfortable with technical concepts, have great analytical skills, and be able to explain how Postman works to a range of audiences
• Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
• Able to work asynchronously with a globally-distributed team
• Familiarity with support platforms like Jira, Github, and Confluence

Responsibilities

• Become a technical expert on the Postman platform
• Take ownership of customer reported issues and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Work with engineering, product, and customer teams to ensure speedy resolution
• Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users
• Contribute to our FAQs, which serve as our customer’s knowledge base
• Interact with Postman's developer community of 15 million+ via our support channels, our public Github issue tracker and the community
• Achieve key metrics around CSAT, responsiveness, and # of iterations to a successful resolution

Preferred Qualifications

Familiarity with key languages like JavaScript, Node.js, and PHP

Benefits

• Competitive salary and equity package
• Comprehensive medical, dental, and vision insurance
• Unlimited PTO
• Wellness program offers fitness-related reimbursements, a meal stipend, home office set-up reimbursement, internet reimbursement, book reimbursements for professional development, and a training platform for continued learning and education for personal growth
• Donation-matching program