Support Engineer

Summary

EULER is an AI-native partner relationship management platform for modern partnership teams. The Support Engineer will troubleshoot customer issues, debug integrations and APIs, provide technical guidance, and collaborate with Customer Success Managers to resolve problems and improve support quality.

Responsibilities

• Respond to customer support tickets and inquiries via email, Slack, and support system - turning around responses within SLA
• Own customer issues from initial investigation through resolution, keeping customers and internal stakeholders updated throughout the process
• Troubleshoot technical issues - integration failures, data sync problems, configuration questions, API issues
• Debug customer issues by analyzing logs, testing configurations, and working through root cause
• Collaborate with Customer Success Managers to understand customer context and ensure issues are resolved at the right level
• Provide clear, step-by-step guidance to customers on complex technical problems
• Escalate to Engineering when you identify product bugs or feature requests, including clear reproduction steps and customer context
• Build and maintain a knowledge base of common issues, solutions, and how-tos to improve first-response quality
• Track, document, and analyze support patterns to identify systematic issues or gaps
• Proactively help customers avoid common pitfalls through clear, well-written documentation and guidance

Skills

• 2-3 years of customer support or customer success engineer experience in B2B SaaS, ideally in technical product support
• Strong troubleshooting and debugging mindset - you see a problem and methodically work through root cause
• Technical aptitude with understanding of APIs, integrations, data syncs, and common integration failure modes
• Familiarity with no-code/low-code platforms like Bubble.io, or similar - or strong willingness to learn quickly
• Excellent written English communication skills - you write clearly and patiently explain technical concepts
• Ability to work asynchronously and independently while hitting response time SLAs
• Detail-oriented and organized - you track issues systematically and follow through to resolution
• Comfortable learning and working in customer environments and understanding their specific configurations
• Proactive mindset - you don't just answer tickets, you look for patterns and suggest improvements
• Experience with Salesforce or HubSpot integrations
• Experience with AWS Lambda or Bubble.io workflows
• Background in customer success or account management
• Experience writing support documentation or knowledge base articles

Qualifications

Must Haves

• 2-3 years of customer support or customer success engineer experience in B2B SaaS, ideally in technical product support
• Strong troubleshooting and debugging mindset - you see a problem and methodically work through root cause
• Technical aptitude with understanding of APIs, integrations, data syncs, and common integration failure modes
• Familiarity with no-code/low-code platforms like Bubble.io, or similar - or strong willingness to learn quickly
• Excellent written English communication skills - you write clearly and patiently explain technical concepts
• Ability to work asynchronously and independently while hitting response time SLAs
• Detail-oriented and organized - you track issues systematically and follow through to resolution
• Comfortable learning and working in customer environments and understanding their specific configurations
• Proactive mindset - you don't just answer tickets, you look for patterns and suggest improvements

Nice to Haves

• Experience with Salesforce or HubSpot integrations
• Experience with AWS Lambda or Bubble.io workflows
• Background in customer success or account management
• Experience writing support documentation or knowledge base articles

Benefits

• Opportunity to grow into a support leadership role as the team scales.
• Stock options in a profitable, high-growth SaaS company.
• Remote work arrangement (EMEA timezone or PST timezone).