Technical Support Engineer (US - Remote)

Mission – Why we exist, what we do, and why we need you

SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi turn events into a company's most effective engagement channel.

The Technical Support Engineer is the first line of defense and the first line of delight for our customers. Because events are high-stakes and often stressful to manage, our customers rely on our rapid response, and we have built our support model to match that urgency. As the primary link between event teams and our platform, you quickly become the face of SpotMe and Onomi: a trusted expert who solves real problems, guides customers with confidence, and protects the seamless execution of mission-critical events happening around the world.

One thing makes this different from most support roles: an advisory board that fails at 08:30 cannot be fixed at 09:00. There is no backlog and no rollback. Whatever you can work out in the next ten minutes is the outcome the customer gets.

The platform is wide. Our customers run events in person, online, and both at once, so a single week might take you from getting a remote speaker's camera and microphone working minutes before they go on stage, to working out why the video stutters only for the group joining from a hospital network, to finding out why a batch of registrations never reached a customer's CRM.

They also build their own events on the platform, configuring their data, registration flows, agendas, permissions, and session content themselves. So you are rarely looking at one known system. You are looking at our platform as a specific customer assembled it, and working out whether the problem sits in the product, in the setup, in a system it connects to, or in the network or device in front of the attendee.

This role blends technical problem solving, fast decision making, and empathetic communication. You will investigate real issues, reproduce them, create workarounds when no fix is available in time, and work closely with Engineering to keep our product experience at the highest standard. Support at SpotMe is part of Engineering. That gives you direct access to the people who build, fix, and test the product, and it is a large part of why we can move fast. You will not be routing tickets to someone who does the investigating. You will be the one investigating.

As a Technical Support Engineer, you will join a highly skilled global team operating in a 24/7 "follow-the-sun" model, ensuring the most demanding customers receive immediate, high-quality assistance at all times.

Objectives - The problems you will solve

In your first month, you will:

• Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams
• Build strong working relationships within Support, Engineering, and Operations
• Become fluent in our support workflows, tooling, and troubleshooting frameworks, and learn your way around the tools we use to see what actually happened during an event
• Successfully manage 200+ real customer conversations across live chat and ticketing
• Demonstrate clear, concise, and confident customer communication

By the end of the month, you will independently manage 10+ live issues per day with precision and professionalism.

In your first 3 months, you will:

• Manage high-volume real-time chats (avg. 20/day but this can increase during peak seasons), maintaining a first response under 30 seconds
• Meet and exceed satisfaction targets (>93% CSAT)
• Analyze and reproduce product issues with strong technical reasoning, and narrow down a problem by testing what you think is happening rather than guessing
• Work confidently across the breadth of the platform: live sessions and speaker setups, audio and video quality, the mobile and web apps, attendee access and login, event configuration, and the data flowing between our platform and customer systems
• Read a customer's event setup closely enough to tell the difference between a product bug and a configuration that does not do what its author intended
• Develop the instinct to tell early in a conversation whether you are looking at something known and documented or something that needs real investigation, and switch modes accordingly. At our volume, speed comes from that judgment far more than from typing faster.
• Join the on-call rotation to support critical live customer needs

You will be known for your ability to stay calm under pressure while juggling multiple live issues to successful completion, and for getting the answer right.

In your first 6 months, you will:

• Become a recognized frontline product expert and escalation authority
• Consistently exceed CSAT (>95%) while handling 25+ chats per day
• Resolve increasingly complex issues without escalation, including driving at least one recurring issue to a permanent fix at source, so that category of ticket stops occurring.
• Proactively contribute improvements to documentation, tooling, and workflows
• Write up your investigations so that any agent on the team can repeat them, and help train colleagues on what you have learned. What you figure out should become a team capability, not a personal one
• Serve as a bridge between customers and Engineering, ensuring issues are precisely documented and their business impact understood

You will elevate our support quality and influence product evolution with insights only frontline experts can provide.

What you need to be great at

To thrive in this role, you bring:

• Real troubleshooting instinct - you form a theory about what is wrong, test it, and narrow it down. You are the person who opens the logs, checks the browser console, tries to reproduce it, and keeps going after the obvious answer turns out to be wrong
• Curiosity about how things work - networks, browsers, mobile devices, video and audio, and how systems talk to each other. You do not need to have seen our stack before, but you should want to understand it rather than memorize scripts 
• Rapid analytical and logical reasoning - isolating root causes under time pressure
• Multitasking mastery - balancing multiple real-time chats without sacrificing accuracy or tone
• Comfort with configurable systems - you enjoy working out how something was set up, and finding the one setting that explains the symptom
• Empathy and clarity in communication - explaining what you found to a medical affairs lead who has no interest in the technical detail and only wants to know whether their session will run, and delivering difficult answers honestly
• Resilience and ownership - you take initiative, especially during critical live issues, and you do not hand a problem on until you have genuinely worked it
• Cross-team collaboration - working hand-in-hand with Engineering to fix what matters most, and giving them tickets they can act on immediately

A technical education is a real advantage in this role, and much of our team comes from a computer science background. It is not the only way in. Hands-on experience in technical support, application support, implementation, QA, IT, or event technology translates just as well. What we cannot train quickly is the instinct to dig in, so that is what we look for first.

You are energized by challenges. You bring structure to chaos. And you transform moments of stress into opportunities for success.

What we are most curious about

Part of our process is a short practical exercise: we show you a real issue from a real event and talk through how you would investigate it. It tells us more than any question could, and it gives you a genuine look at the work.

• Tell us about a high-urgency issue you solved in real time. How did you find the root cause, what did you rule out along the way, and how did you keep the client calm while you were still uncertain?
• A group of attendees at one customer cannot get into their event this morning, and every other customer is fine. How do you narrow that down, and what do you check first?
• When you don't know the answer, what's your first move? How do you quickly understand and explain a new technical issue?
• Share an example where your communication kept a situation from escalating. What did you do to maintain customer confidence?
• Describe a time when a fix wasn't available. What workaround did you create to keep the customer moving?
• Tell us how you handled multiple simultaneous requests. How did you decide what to prioritize while keeping quality high?

SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status.