greenhouse
Technical Support Engineer
Podium
Lehi, USA
Junior · 1–3 years experience
Discovered 1 weeks ago
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What You Will Do:
- Troubleshoot, document & resolve bugs by using AI to create and merge PRs
- Serve as a point of escalation, vetting the legitimacy of product-related issues from our customers
- Develop a system for feedback loops in close collaboration with the Product team
- Create internal documentation of our products and processes
- Maintain open communication channels within the broader Customer Success department and Product teams
- Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products
- Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
- Resolve escalated cases promptly while holding Product, Engineering and yourself accountable to established Service Level Agreements
- What You Should Have:
- A customer-first mindset with strong empathy and ownership
- 1–3 years of experience in technical or product support roles
- Ability to drive innovation, improve processes, and thrive in an unstructured or rapidly changing environment
- An AI power user, you are comfortable working with multiple agents at once and are excited for AI's future
- Familiarity with modern web technologies (APIs, web services, JSON), and comfort with scripting or debugging tools.
- Strong analytical and data-driven problem-solving skills
- Experience managing and triaging customer issues, feature requests, or product-related escalations
- Proactive approach to identifying gaps, proposing solutions, and improving team workflows
Benefits:
- Open and transparent culture
- Life insurance, long and short-term disability coverage
- Paid parental leave
- Fertility benefits
- Generous vacation time, plus three 4-day summer holiday weekends
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