Customer Support Engineer

Role overview

This opportunity is being shared on behalf of a partner organization that handles the application review and hiring process. The company is seeking a Customer Support Engineer located in Ireland.

In this role, you will be the initial contact for customers when technical issues arise. Your focus will be to understand the problem, verify what is happening, and help resolve it quickly and clearly. You will work across support tickets, technical troubleshooting, and escalations, serving as the connection between customers and engineering teams. Because this is a strongly SLA-oriented environment, your contribution will have a direct impact on customer satisfaction and product stability.

You will regularly investigate APIs, integrations, logs, and technical workflows to reproduce issues and confirm whether they need to be escalated. In addition to handling incoming requests, you will help strengthen support documentation, internal processes, and tooling so the team can work more efficiently. The role suits someone who combines technical curiosity with a customer-first mindset in a fast-moving, product-focused setting.

Key responsibilities

• Review incoming support cases, sort them by urgency, and make sure response targets and SLA commitments are met.
• Collect missing technical context such as reproduction steps, logs, and environment details to fully validate each request.
• Investigate and resolve issues related to APIs, integrations, data movement, and system behavior.
• Recreate reported bugs, record clear findings, and pass complex problems to engineering when needed.
• Keep customers informed through empathetic, accurate, and consistent updates while coordinating with internal teams.
• Offer quick fixes or known workarounds whenever possible to reduce customer impact.
• Guide customers through structured troubleshooting with a professional and easy-to-understand approach.
• Improve internal knowledge resources, documentation, and support workflows based on repeated issues and lessons learned.
• Recommend product and communication improvements that can lower future support friction.
• Join an on-call schedule for urgent incidents, including evenings and weekends, when operationally necessary.
• Work closely with engineering and product teams to raise customer satisfaction and improve reliability.

Requirements

• At least 2 to 3+ years of experience in customer-facing roles such as customer support, technical support, customer success, implementation, or similar work.
• Strong written and verbal communication skills, with the ability to explain technical topics clearly to both technical and non-technical audiences.
• Practical familiarity with APIs, integrations, data flows, or comparable technical systems, along with the ability to learn new tools and issues quickly.
• Experience operating in SLA-based environments with competing priorities and time-sensitive requests.
• Good analytical ability, structured thinking, and careful attention to detail when solving problems.
• Demonstrated capability to juggle several customer issues and tasks at once in an organized way.
• Curiosity and a willingness to work through documentation, logs, and product behavior to get to the root cause.
• Comfort working side by side with engineering teams and escalating issues appropriately.
• Fluent English is required; other languages are a plus for supporting a broader global customer base.
• Experience with support platforms such as Jira, Zendesk, Intercom, or similar tools is beneficial.
• Basic knowledge of SQL, log review, or bug reproduction techniques is an advantage.
• Prior exposure to startup environments or developer tools businesses is helpful, though not mandatory.

Benefits

• Annual compensation between €50,000 and €70,000, depending on experience.
• A remote-first setup with the flexibility to work from anywhere in Europe.
• Stock options included in the overall compensation package.
• The chance to join a rapidly growing, high-impact open-source technology company.
• Direct exposure to modern API-driven systems, billing infrastructure, and developer-focused products.
• A strong learning environment that supports growth in both technical and customer-facing capabilities.
• A collaborative, high-performing culture centered on ownership and continuous improvement.
• The opportunity to make a meaningful impact on customer success from the very beginning.
• Access to modern tools, processes, and support systems within a scaling organization.
• The chance to help shape product improvements, documentation, and operational excellence.

Additional information

This hiring process is managed through an AI-assisted matching workflow. Applications are reviewed against the core role requirements, and the strongest matches are shortlisted for the hiring company. Interviews, assessments, and all final hiring decisions are handled by the employer’s internal team.

Data privacy notice

By applying, candidates acknowledge that personal data may be processed to evaluate suitability for the role and to share relevant details with the hiring employer. This is done under applicable data protection principles, including legitimate interest and pre-contractual steps where relevant. Candidates may exercise privacy rights such as access, correction, deletion, and objection at any time.

AI tools may be used to support parts of the recruitment workflow, including application review, resume analysis, response assessment, and checking for possible inconsistencies or verification signals in submitted materials. These tools assist the recruitment team and do not replace human judgment. Final hiring decisions are made by people, and applicants can contact the team for more information about data processing.