We’re looking for a customer-centric, technically savvy Support Engineer to be the front line of our customer experience. In this role, you’ll work on cases, ensuring timely, empathetic, and effective responses to customer inquiries. You’ll act as the voice of the customer, collaborating closely with Product and R&D teams to surface and prioritize feedback, bugs, and feature requests.
Beyond day-to-day support, you’ll own and evolve our support documentation, contribute to onboarding and training efforts, and identify opportunities to streamline workflows and improve the overall customer journey. This role is ideal for someone who loves problem-solving, thrives in a fast-paced SaaS environment, and is passionate about delivering high-quality support that drives customer success.
- 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment.
- Strong troubleshooting and problem-solving skills across web-based applications and integrations.
- Familiarity with REST APIs.
- Proficiency in networking concepts and protocols.
- Experience in browser dev tools.
- Proficiency in SQL.
- Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences.
- Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence).
- Familiarity with Kibana is a plus.
- Scripting is a plus.
At Zafran, people matter! We provide a robust benefits program that includes flexible PTO, health insurance plans (medical, dental, vision), a monthly stipend for phone and internet, 401k, flexible spending account, and a home office stipend when joining!
At Zafran, we’re proud to be an equal opportunity employer. We believe the best teams are built by people who think differently, come from all kinds of backgrounds, and aren’t afraid to challenge the status quo. We welcome everyone across race, religion, gender, gender identity or expression, sexual orientation, age, disability, national origin, and veteran status, because what matters most is what you bring to the table.
If you’re curious, fun, and someone who gets things done, we’d love to meet you
Top Skills
Similar Jobs
_1.png)
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
