Technical Support Engineer
Description For Technical Support Engineer
Intercom, a leading AI-powered customer service platform, is seeking a Technical Support Engineer to join their dynamic team. This role combines technical expertise with customer service excellence, supporting over 25,000 businesses that use Intercom's platform. As a Technical Support Engineer, you'll be instrumental in helping customers integrate Intercom, troubleshoot issues, and maximize product value.
The position offers a unique blend of technical problem-solving and customer interaction, requiring both engineering knowledge and exceptional communication skills. You'll work directly with product teams, debug complex issues, and influence product development through customer feedback. The role demands expertise in web development basics, APIs, and modern technical tools while maintaining a strong customer-first approach.
This is an ideal opportunity for someone passionate about technical support and customer success, offering a clear career path within Intercom's support team. The hybrid work environment (2 days office/3 days remote) provides flexibility while maintaining team connectivity. You'll be part of a well-supported team with comprehensive benefits, including competitive compensation, health coverage, and equity.
The role is perfect for candidates with 1-2 years of technical support experience who enjoy problem-solving and want to grow with a company at the forefront of AI customer service innovation. You'll be joining a company with strong values, pushing boundaries while delivering exceptional value to customers in the rapidly evolving field of customer service technology.
Responsibilities For Technical Support Engineer
- Communicating efficiently and effectively with customers
- Owning customer communications and issues from initial contact until resolution
- Becoming an encyclopedia of knowledge about Intercom
- Ensuring customers have a great experience with the product
- Working directly with product teams to identify issues
- Debugging complex issues
- Building tools to increase team efficiency
- Influencing the direction of the Intercom product
Requirements For Technical Support Engineer
- 1-2 years of technical support experience
- Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs
- Understanding of REST API, SDKs & Webhooks
- Solid understanding of tech fundamentals + modern day tools
- Strong customer focus
- Strong communication skills
- Strong problem solving skills
- Ability to troubleshoot and utilize resources
- Ability to take on + action feedback
- Demonstrated success working with Key Performance Indicators (KPIs)
Benefits For Technical Support Engineer
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family
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