Technical Support Engineer

Job description

ABOUT THE ROLE As the technical backbone of Gamma's support team, you'll resolve complex issues and ensure millions of users have an excellent experience with the product. That means responding to escalations, debugging tricky problems, collaborating with engineering to fix bugs, and building the technical resources that help users help themselves. Your work directly impacts user satisfaction and feeds back into product improvements. Day to day, you'll partner with engineering, design, and product to surface patterns from customer feedback, improve internal support tooling, and help shape how we respond to issues at scale. You'll also proactively monitor user-generated content to identify potential abuse or policy violations, helping keep Gamma a safe and trusted platform. Our team has a strong in-office culture and works in person 4–5 days per week in San Francisco. We love working together to stay creative and connected, with flexibility to work from home when focus matters most. WHAT YOU'LL DO - Respond to technical customer inquiries and support escalations via email and chat in Intercom - Debug complex issues related to Gamma sites, leveraging APIs and technical troubleshooting skills - Discover and iterate on improvements to internal AI tools to multiply the team's productivity - Collaborate with engineering and design to surface product improvements and deliver effective solutions - Build and maintain technical resources including documentation, knowledge base articles, and troubleshooting guides - Triage bug tickets and proactively monitor user-generated content for potential abuse or policy violations WHAT YOU'LL BRING - 1–2 years of experience in technical customer support or QA for a highly technical product, with strong troubleshooting and analytical skills - Excellent written and verbal communication, with the ability to explain complex topics clearly to non-technical users - Ownership mindset and comfort in a player-coach role, with strong initiative and follow-through - Technical background through a degree, certification, or hands-on experience in support engineering, QA, AI enablement, or software development - Experience at an early-stage startup, or familiarity with tools like Intercom, Zendesk, Metabase, Stripe, Linear, or LaunchDarkly (Nice to have) COMPENSATION RANGE: The base salary for this full-time position, which spans multiple internal levels depending on qualifications, ranges between $120K - $165K plus benefits & equity. Final offer amounts are determined by multiple factors, including but not limited to experience and expertise in the requirements listed above. If you're interested in this role but you don't meet every requirement, we encourage you to apply anyway! We're always excited about meeting great people.