Technical Support Engineer

Technical Support Engineer at Merge

As a Technical Support Engineer, you will be responsible for providing high-quality support to our customers and prospects, including troubleshooting technical issues and assisting with integrating Merge into our customers' products. You’ll work closely with engineering and platform teams to debug issues, squash bugs, and prioritize customer requests.

The ideal candidate will have a strong technical background with experience with APIs, excellent problem-solving, communication, and customer service skills. Your work as a Technical Support Engineer will be of high value and have a direct impact on the bottom line of Merge’s product offerings to our customers, with increased levels of internal and external visibility.

What you will do

• Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings.
• Troubleshoot technical issues and drive creative solutions to customers in a timely manner.
• Contribute to establishing and maintaining the integration of Merge into our customers’ product
• Partner with Engineering, Product and Customer Success teams to resolve incidents and advocate for feature requests.
• Create and maintain help center guides, runbooks, and internal notes to strengthen our knowledge base.
• Help lay the foundation for a successful and rapidly growing support engineering team!
• Take part in an overnight on-call rotation for critical incidents about once every six weeks.

The ideal candidate will have

• 2+ years of experience in technical support, customer facing engineering, or solutions engineering roles.
• Computer science background or other technical/quantitative orientation.
• Excellent verbal and written communication skills.
• Strong work ethic, a customer-first mindset, goal-oriented approach, and great attention to detail
• Strong problem-solving skills; experience with scripting for debugging and one-off analyses is a plus.
• Prior startup experience is a plus

Compensation

• The cash compensation range for this role is $115,000 - $130,000
• Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and certifications. In addition to cash compensation, all full time employees receive an equity compensation package.

Benefits

• Unlimited PTO + 10 company holidays
• Quality health, vision, and dental insurance
• 401K Plan
• $200 one-time home office stipend
• Free dinner when working past 7pm
• Annual company offsites and quarterly team events. Past locations have included: Nashville, Sonoma, and the Hudson Valley