About the role:

We're looking for a Technical Support Engineer who is excited to work on a fully remote team that offers the best possible user experience in support and onboarding experience for our technical and non-technical customers.

The ideal candidate has a strong technical foundation across APIs, authentication, integrations, SDKs, CLI tools, and web applications. You're comfortable working in an IDE, reading logs, and interacting directly with APIs to diagnose and troubleshoot system behavior. You enjoy a new challenge every day as you assist customers with building and troubleshooting integrations to the other third-party apps their customers use. It's critical to have customer-facing experience and the ability to prioritize numerous tasks in the best way to serve our customers.

Excellent verbal and written communication skills are required as you will be representing Prismatic to customers and providing insight to internal Engineering teams.

Sound good so far? Let's talk a little more about the Prismatic platform.

Our platform empowers users to build, deploy, and support integrations. Prismatic integrations connect our customers' products to the other applications their customers use. It includes a code-first build approach, a low-code integration designer, an embedded workflow builder, SDKs, AI-assisted development tooling, an embeddable integration marketplace, and purpose-built infrastructure for running integrations at scale.

What you will do:

• Deliver an exceptional customer experience through technical support by answering questions, providing guidance and best practices, and helping users navigate Prismatic's developer features and low-code tools.
• Triage and prioritize customer issues and feature requests based on severity, impact, and urgency.
• Troubleshoot API requests, webhook payloads, authentication, and data formatting by investigating logs, API responses, configuration, and code to identify root causes and drive issues to resolution.
• Escalate complex issues with clear reproduction steps, relevant evidence, severity, and customer impact.
• Partner with internal teams on escalations, support a smooth transition from onboarding, and communicate customer trends.
• Participate in the Support on-call rotation for critical incidents, managing customer communication and coordinating with Engineering when needed.

About you:

• Have 3+ years of experience in technical customer success, support, engineering, or a similar technical customer-facing role.
• Have a strong understanding of APIs, including REST, GraphQL, and webhooks.
• Understand authentication patterns, including OAuth 2.0 and JWT, and are familiar with common data formats such as JSON, XML, YAML, and CSV.
• Are comfortable reading and debugging TypeScript or JavaScript code and troubleshooting production issues; writing production code is a plus.
• Can communicate complex technical concepts clearly and approach problems with curiosity, adaptability, and a solution-oriented mindset.
• Familiarity with AI-assisted development tools, such as Claude Code and Cursor.
• Can pass a background check and are legally authorized to work in the United States.
• Are located within 1 time zone of US Pacific Time and able to work US Pacific Time hours.

Pay range:

• $85,000 - $105,000/year + equity