Support Engineer (CX)

About the role

Transcend is seeking a Support Engineer for our Customer Experience team to be a critical connector between our customers and our product. This role combines deep technical troubleshooting with clear, empathetic communication to ensure customers feel confident and supported at every step. By surfacing insights from day-to-day interactions, you’ll not only resolve immediate issues but also shape scalable improvements across our support function and product ecosystem.

This is a remote, Exempt, Full-Time position based in the United States. The successful candidate must have valid work authorization, as visa sponsorship is not available. Work hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. EST (Eastern Standard Time). This role reports directly to the Support Engineering Lead.

What you'll do

• Own the intake, triage, and routing of support requests for all product areas, ensuring timely initial and follow-up responses across customer channels—including email, Slack, Teams, and Intercom—in alignment with defined first response SLAs
• Conduct thorough troubleshooting of customer requests to identify root causes and deliver accurate responses or escalate with detailed insights to engineering teams
• Regularly review outstanding requests and tickets, coordinating next steps and driving timely resolution by either the customer or internal Transcend teams to ensure a smooth and efficient support experience
• Support monthly and quarterly Technical Check-Ins with customers by reviewing product configurations, identifying and documenting troubleshooting action items for follow-up, and applying your knowledge of Transcend’s full product suite to guide next steps
• Accurately document issues in ticketing systems while also providing detailed solutions in our internal knowledge center based on your participation in root cause analyses
• Contribute to key Support Engineering initiatives, developing a focus in select areas as assigned, based on team priorities and business needs, which may include:
  • Support reporting efforts by extracting and cleaning data from Support Engineering systems under defined reporting processes, ensuring accurate inputs for team metrics and trend analyses
  • Contribute to the development of customer self-service resources by helping to identify recurring issues and incorporating insights from both your own troubleshooting experience and the broader Support Engineering team
  • Support the development of internal playbooks designed to improve efficiency, consistency, and knowledge sharing across teams.

Who you are:

What you must have:

• You bring 3+ years of progressively advanced experience in a highly technical, customer-facing role – preferably as part of a SaaS company in the data privacy, cybersecurity, or compliance space.
• You have a Bachelor’s degree in Information Systems, Data Science, Computer Science, or a related field.
• You are able to work standard hours in Eastern Time (9am - 5pm ET), Monday through Friday.
• You are an excellent communicator with a knack for explaining complex, technical concepts to both technical and non-technical audiences.
• You excel at breaking down complex problems to determine a series of actions that can be taken to eliminate common scenarios or identify the root cause.
• You are resourceful in identifying solutions, whether through independent research or hands-on experimentation.
• You have an eagerness for constant self-directed learning and an ability to grasp new concepts and systems quickly.
• You thrive working with a high degree of autonomy in fast-paced, high-growth environments, with a willingness to “wear multiple hats” and embrace the necessary ambiguity to meet the dynamic needs of our business and customers.
• You are very comfortable with async and online methods of communication. Our team and customers are widely distributed, so the ability to clearly and thoughtfully communicate despite the space and time barriers is very important.
• You have strong proficiency in reading, writing, and debugging client-side and backend JavaScript (bonus points for TypeScript).
• You are comfortable creating simple custom scripts (e.g., in JavaScript, Python) ad-hoc.
• You have a working knowledge of HTML / CSS.
• You are highly capable in using and debugging REST and GraphQL APIs.
• You are experienced with and able to effectively use log monitoring tools like Datadog.
• You are familiar with ticketing systems like Linear, Asana, or Jira.

What you should have:

• Bonus points if you have experience working with AWS, Terraform, GCP, Azure, or related DevOps or Infrastructure experience.
• Bonus points if you have experience with helpdesk management systems, such as Intercom or Zendesk.