Support Engineer

ABOUT SPAN

Span exists to help engineering organizations turn AI adoption into real effectiveness. As AI tools reshape how software gets built, the companies that continuously improve how their teams use AI in their day-to-day will pull ahead. We're the AI-native developer intelligence platform built for that moment. We're looking for people who want to shape how the next generation of high-performing engineering orgs operate.

We're a Series A company with a small, focused team that moves fast and ships things that matter. We’re proud to be helping forward-thinking orgs like Ramp, Carvana, Intercom, and OpenTable. We're honored to be backed by dozens of founders, CTOs, and CPOs we admire from Slack, Notion, Rippling, Fivetran, Coda, Adobe, and Square, as well as funds including Alt Capital, BoxGroup, Bling, Craft, and SV Angel.

ABOUT THE ROLE

As a Support Engineer, you will be one of the first technical points of contact for customers. You will help investigate support requests, debug product behavior, answer technical questions, and communicate clearly with both customers and internal teams.

This is not primarily a software engineering role, but it does require technical fluency. You should be comfortable reading code, understanding logs, debugging issues, and writing or interpreting SQL. You do not need to be a production-level software engineer, but you should be curious, technical, and able to reason through systems.

This is a good fit for someone with prior support engineering experience, or for a strong recent graduate with a computer science background or demonstrated self-taught coding ability and relevant customer-facing experience.

IN THIS ROLE YOU'LL

• Respond to customer support requests with clarity, ownership, and professionalism.

• Triage and investigate technical issues across the Span product.

• Read code, logs, API responses, database records, and internal tooling to understand what is happening.

• Write and interpret SQL queries to debug customer issues and answer data-related questions.

• Reproduce bugs and escalate clear, well-documented issues to engineering.

• Communicate product behavior, limitations, and workarounds to customers in clear written and verbal English.

• Partner with engineering, product, and customer-facing teams to improve the customer experience.

• Help improve internal support processes, documentation, and troubleshooting playbooks.

• Identify recurring support patterns and surface product feedback to the broader team.

YOU MIGHT THRIVE IN THIS ROLE IF YOU

• A computer science degree or demonstrated self-taught coding ability.

• Ability to read and understand code, even if you are not writing production code every day.

• Comfort debugging technical problems using logs, SQL, internal tools, and structured investigation.

• Strong written and verbal communication skills in English.

• High ownership, follow-through, and attention to detail.

• Ability to explain technical concepts clearly to both technical and non-technical audiences.

• Strong judgment around when to keep investigating, when to escalate, and how to communicate uncertainty.

• Curiosity about software engineering, developer tools, and AI-assisted development workflows.

NICE TO HAVE

• Prior experience in support engineering, technical support, solutions engineering, or a similar customer-facing technical role.

• Experience working with B2B SaaS products.

• Familiarity with SQL, APIs, logs, browser dev tools, GitHub, or developer workflows.

• Experience supporting engineering, DevOps, data, or developer productivity products.

• Prior internship, project, or work experience that involved both technical problem-solving and customer or stakeholder communication.

RECENT GRADUATES

We are open to recent graduates who have strong technical foundations and relevant experience. This could include customer support, tutoring, teaching assistant work, internships, open-source contributions, hackathon projects, technical writing, or other roles where you had to explain complex topics clearly and work directly with other people.

WHAT MAKES SOMEONE SUCCESSFUL IN THIS ROLE

The best Support Engineers at Span are technical enough to investigate deeply, humble enough to ask for help when needed, and clear enough to make customers feel taken care of. You should enjoy solving ambiguous problems, communicating with precision, and helping customers succeed.