Enterprise Support Engineer

Job description

📍 Locations: San Francisco (Hybrid), New York (Hybrid), Columbus (Hybrid), or Remote (US) We’re growing our Support team and are seeking a seasoned Enterprise Support Engineer with deep API expertise, strong technical judgment, and a proven track record of supporting complex customer environments. This role is designed for someone who knows how to navigate ambiguity, manage high-stakes situations, and communicate clearly with stakeholders ranging from developers to executives. At ReadMe, Support is not simply reactive. Our Enterprise Support Engineers are trusted partners to our customers -- helping them maintain world-class developer documentation, optimize their integrations, and confidently scale their use of our platform. You look beyond individual tickets to understand systemic issues, advocate internally for customers, and proactively improve the overall customer experience. We're a small team of humans (and one owl http://owlbert.io/) working together to do big things — and that’s where you come in. In this role you’ll have a transformational impact on ReadMe across both the trajectory of the business and our thriving culture. 🦉 WHAT WE DO ReadMe helps more than 5,000 leading startups and tech companies build beautiful, personalized, and interactive developer hubs. If you’ve ever visited the developer docs for PagerDuty, Samsara, or Nvidia, you’ve used ReadMe! We love what we do because it’s so much more than just documentation. We’re providing tools for teams to build a better developer experience and make their products and APIs easier to use. We’ve got great support from our investors at Accel who led our Series A https://blog.readme.com/series-a/, and our interview process https://blog.readme.io/how-we-designed-our-interview-process/ reflects the open, caring, and whimsical culture we want to maintain as we scale. ✅ WHAT YOU’LL DO HERE - Serve as a primary technical point of contact for enterprise customers. - Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations). - Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues. - Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs. - Identify patterns in support cases and proactively recommend product or process improvements. - Draft clear, executive-ready communications during escalations or incident scenarios. - File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate. - Contribute to and elevate internal and external documentation. 💙 YOU’LL LOVE THIS JOB IF YOU… - You have significant experience supporting enterprise or high-growth SaaS customers. - You remain calm and structured during high-priority or time-sensitive situations. - You can confidently say “no” or reset expectations while preserving trust. - You communicate complex technical concepts clearly to both technical and non-technical audiences. Technical Skills - APIs and API debugging - Swagger / OpenAPI specifications - OAuth, SAML, and SSO authentication flows - Git and CI/CD troubleshooting - Front-end technologies (HTML, CSS, JavaScript) - Markdown - Chrome Developer Tools - CLI environments - npm packages and modern JavaScript ecosystems - Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows - with strong judgment and verification - Diagnosing performance, configuration, and integration issues Support Skills - You have a structured investigation and root-cause analysis process. - You follow through on every issue and ensure closure. - You identify recurring friction points and advocate for systemic improvements. - You’re proactive, detail-oriented, and accountable. - You understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level. ️ ⭐️ THIS ROLE IS A GREAT FIT IF... - You enjoy turning high-stakes or frustrated customers into long-term advocates. - You can operate independently while collaborating cross-functionally. - You want to help shape enterprise-grade support at a growing company. - You’re excited to have real impact at an early-stage but scaling startup. 🌱 HOW YOU'LL GROW WITHIN ONE MONTH... - Build relationships with Support, Engineering, Product, and Success teams. - Deeply learn ReadMe’s product architecture, features, and customer use cases. - Train on our support tools and internal processes. - Begin troubleshooting and resolving real customer issues. - Understand our SLAs, escalation paths, and support performance metrics. 🪴 WITHIN A FEW MONTHS, YOU'LL... - Confidently manage enterprise-level customer conversations. - Develop a strong command of OpenAPI and advanced implementation patterns. - Identify product gaps and contribute meaningful feedback to Engineering. - Own complex investigations from intake to resolution. - Strengthen internal documentation and knowledge-sharing processes. 🌳 WITHIN YOUR FIRST YEAR, YOU'LL... - Be recognized as a ReadMe product expert. - Serve as a trusted technical advisor to key customers. - Help shape support processes as we scale. - Contribute significantly to reducing friction across the customer journey. - Play a key role in maintaining the high standard of enterprise support that defines ReadMe. 🛣️ WHAT'S THE HIRING PROCESS LIKE? - Create a ReadMe project, it’s free for 14 days with no credit card required! - Explore ReadMe and create a page in your project to show us who you are and why you want to join our team! - Share the URL in the "Website" field as part of your application. - We can’t wait to read your resume and (hopefully personality-filled) ReadMe project! Let us know what excites you about the role, and help us get to know you better! - If we think we might be a good fit for you, we’ll set up a 30-minute Zoom call with Jesse Yowell, our Head of Support! We’ll tell you more about the role, and get a chance to hear about your experiences. - Next will be a take home project and 30-minute conversational interview with one of our Enterprise Support Engineers to assess your troubleshooting skills. - Then we’ll invite you to an "onsite" interview conducted over Zoom! You’ll get to meet everyone on the support team, members from other ReadMe teams, and dig a little more into your technical skills! - We’ll let you know how things went within a week! If it still seems like a good fit all around, we’ll extend you an offer! If not, we will update you to let you know so you aren’t left hanging. OUR BENEFITS INCLUDE… - Unlimited PTO with a three-week minimum. 🏖️ - Fully covered medical, dental, and vision insurance for you, and 100% for your dependents. 🩺 - A One Medical membership. 🧑‍⚕️ - A gym or fitness stipend of up to $150 per month. 🏋️‍♀️ - One-to-one donation matching of up to $1,000 per year. 💸 - Twelve weeks of paid parental leave after the birth or adoption of a child. 🐣 - Hybrid work. 🏠 - Three offsite retreats per year to get together with coworkers and plan for the quarter ahead. ✈️ - Take a look at our handbook https://readme-external-handbook.readme.io/docs/getting-started for more information on our benefits! 📘 Not sure if you’d be the right fit? Apply anyway! We’d love to see your application. At ReadMe, we’re committed to cultivating a diverse and inclusive workplace. We welcome people of all different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. We'd love to have you come join us here! ReadMe is open to hiring folks fully remote in the US, hybrid, or in-person at our New York or San Francisco HQ.