Technical Support Engineer

Who you are

• The ideal candidate will have a strong technical background with experience with APIs, excellent problem-solving, communication, and customer service skills
• 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

What the job involves

• 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
• 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
• 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

Benefits

• Healthcare
• Unlimited PTO
• Parental Leave
• 401k