Support Engineer

Job Summary

As our Support Engineer, youll be part of the Customer Support team and the technical voice of Signeasy for our customers. Youll resolve the issues that need more than a help article: API errors, integration failures, SSO setups, mobile app, and tricky account problems. Youll handle tickets end to end and get on calls with our enterprise and API customers when a conversation works better than an email thread.

Youll be the bridge between customers and our engineering team. When something is broken, youll reproduce it, find the root cause where you can, and hand engineering a clean, well-documented ticket. When something is confusing, youll fix it at the source with better docs, macros, and product feedback.

If you enjoy digging into logs, love the moment a stubborn issue finally clicks, and care about leaving every customer better off than you found them, youll find a lot to love here.

Responsibilities

• Own tickets across email, chat, and phone, from first response to resolution, within our support SLAs
• Take escalations from the frontline team and resolve complex issues across our web app, iOS and Android apps, eSign API, and Intelligent Contract Management
• Troubleshoot integrations with Google Workspace, Microsoft 365, HubSpot, Salesforce, and other tools our customers rely on
• Keep customers informed with clear, honest updates, and manage expectations on timelines and workarounds
• Join calls with enterprise and API customers to debug live issues, walk through setups, and answer technical questions
• Help developers integrate our eSign API: review their requests, read error responses, and point them to best practices
• Support admins with account configuration, SSO/SAML, user management, and compliance-related questions
• Reproduce issues across platforms, and investigate using logs, HAR files, browser dev tools, API tools such as Postman, and SQL queries
• Separate configuration issues from real bugs, and file well-documented Jira tickets with steps to reproduce, impact, and customer context
• Follow escalations through to closure and close the loop with the customer
• Write and update help center articles, internal runbooks, and Zendesk macros so the next customer or teammate solves it faster
• Spot recurring issues and trends, and share them with Product and Engineering to improve the product
• Respond to app store reviews that need a technical answer
• Use AI tools to investigate issues, draft responses, and summarize ticket trends
• Build simple scripts, automations, and templates that cut repetitive work for the support team

Knowledge and product feedback

AI and automation

Who you are

Were looking for someone technical, curious, and customer-first: a problem solver who takes ownership and doesnt let an issue go cold.

• 3 to 4 years of experience in technical or product support for a B2B SaaS product
• Solid understanding of REST APIs, HTTP, and JSON, with hands-on experience using Postman or similar tools
• Comfort reading logs, analyzing HAR files, and using browser developer tools
• Experience troubleshooting web and mobile apps
• Hands-on experience with Zendesk (or a similar helpdesk) and Jira
• Confidence leading customer calls, including with technical and enterprise stakeholders
• Strong written and spoken English, with a clear, empathetic, and crisp communication style
• Self-driven, organized, and calm under pressure, with the ability to juggle multiple priorities

Nice to have

• Familiarity with SSO/SAML, OAuth, and webhooks
• Exposure to integrations such as Salesforce, HubSpot, Google Workspace, or Microsoft 365
• Basic scripting in Python or JavaScript
• Experience with iOS or Android debugging tools

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.