Support Engineer

Company Description

Our client builds a recognition and rewards platform that helps companies build engaged, high-performing teams. Their software makes it easy for employees to give and receive recognition in real time, tying everyday wins to meaningful rewards. Our client's mission is to help people feel valued at work and to make recognition a natural part of company culture.

About the Role

Our client is looking for a Support Engineer who can deliver an exceptional customer experience by investigating issues, providing thoughtful solutions, and driving meaningful outcomes for their users. This role blends technical problem-solving with empathy, ownership, and a genuine passion for helping people succeed.

The role also represents the evolution of modern Support Engineering as our client wants someone curious about Agentic AI who is motivated to refine, train, and improve intelligent systems that accelerate, optimize, and scale customer interactions, acting as a human-in-the-loop partner to ensure automation stays accurate and grounded in real customer needs. The work directly impacts customer experience, operational efficiency, and how support scales across the business.

Key Responsibilities

• Execute a delightful day-to-day customer support experience, including responding quickly to questions via phone, email, chat, and occasional video, and following up on reported issues.
• Assist customers with configuring integrations with vendors such as Okta (SSO/SCIM), SFTP, ADP, Workday, BambooHR, Merge, and others.
• Collaborate with the Product Engineering team to diagnose the root cause of bugs, fix issues in code, and escalate complex ones.
• Tune the AI agent to provide better frontline support by diagnosing patterns where it falls short and implementing MCP tools and guidance.
• Maintain up-to-date documentation, FAQs, and guides to help customers self-serve integration issues where possible.

Skills & Qualifications

• 4 years of experience working as a software engineer. 
• Computer Science or equivalent degree is preferred. 
• Curious about how modern SaaS systems work, with enthusiasm for collaborating with AI-driven support tools.
• Exposure to monitoring or analytics tools (e.g., Datadog, Snowflake, or similar).
• Experience with AI, integrations, and vibe coding. 
• Clear, confident communication across audiences with varying levels of technical expertise.
• Empathy, patience, and professionalism in customer interactions.
• Enjoyment of troubleshooting complex issues by asking thoughtful questions and leveraging documentation.
• Ability to read and write basic code, and comfort navigating logs, JSON payloads, or browser dev tools is preferred.
• Past experience in live customer support is required.
• Strong English verbal and written communication skills.
• Ownership of work, with the ability to prioritize effectively across customer and internal needs.
• Ability to thrive working autonomously while contributing to a collaborative team.
• Motivation to grow a career in Support Engineering, Systems, or Software Engineering.
• Experience on a support team at a SaaS organization is a plus. 

Employment Structure

• Remote in Dhaka, Bangladesh | Full-time & Contractual
• Salary: BDT 150,000+ (Flexible for deserving candidates)
• Benefits: 
• Work Week: EST hours with flexibility.

Hiring Process

1. Screening Interview with Talvette
2. Interview with Hiring Manager
3. Technical interview
4. Interview with JT
5. Cultural fit Interview
6. Reference Check
7. Receive an offer
8. Join their team full-time