Top Support Engineer Jobs in Boston, MA

Provide technical support for Self-managed and GitLab.com customers via tickets and calls; troubleshoot Linux systems and GitLab installations; write bug reports, documentation, and fixes; collaborate with Product, Development, Infrastructure, and Customer Success; participate in on-call rotations and hiring processes.

Provides client-facing technical support for enterprise SaaS applications through case ownership, structured troubleshooting, data analysis, platform configuration, and clear communication. Investigates issues using SQL and scripting or markup languages, resolves Tier 1 or Tier 2 cases, escalates complex problems, documents findings, supports outage communications, and contributes to knowledge-sharing and continuous improvement.

Maintain and improve multiple live client websites, primarily in WordPress and other CMS platforms. Responsibilities include troubleshooting bugs, updating themes and plugins, managing staging environments and backups, resolving performance and responsiveness issues, implementing technical SEO and schema improvements, supporting integrations, and documenting solutions. The role requires efficient task management, independent prioritization, strong attention to detail, and communication with internal teams while working remotely across U.S. time-zone overlap.

Provide L2/L3 incident-driven support for Unily's SaaS platform: triage, diagnose using logs/traces/metrics, reproduce issues, maintain ServiceNow records, coordinate with Product and Engineering, implement mitigations, contribute to RCAs and runbooks, and participate in shift/on-call rotations to ensure continuous coverage.

Serves as the endpoint security subject-matter expert for support, Sales Engineering, and Customer Success. Diagnoses complex Windows and macOS endpoint issues, analyzes telemetry and logs, troubleshoots integrations with EDR, DLP, and MDM products, and provides prioritized customer recommendations. Partners with Engineering and QA on defect investigation and validation, maintains lab capabilities, and creates runbooks and documentation. The role also enables field teams to explain endpoint findings and improve customer outcomes.

Serve as the senior network-security subject-matter expert for support, sales engineering, and customer success. Review firewall rules, segmentation, controls, and product findings; troubleshoot integrations across enterprise network-security platforms; diagnose issues using packet captures, flow data, logs, and protocol behavior; and provide actionable root-cause guidance. Partner with Engineering and QA on defects and fixes, maintain network test capabilities, and author runbooks and documentation. Coach sales engineers and help harden the product through escalations and feedback.

Develop, test, document, deploy, and maintain software applications using engineering best practices. Collaborate with Scrum team members, developers, quality engineers, operations, and support engineers to deliver reliable solutions. Participate in software development planning, design discussions, process improvement, continuous integration and deployment, automation, and legacy code modernization. Apply object-oriented design, data structures, algorithms, RESTful services, unit testing, and Agile development practices while protecting confidential information.

Provide Level 2 technical support by administering Linux/Windows servers, virtualization and cloud platforms, managing databases and web servers, configuring hosting control panels (cPanel, Plesk, WHMCS), troubleshooting networking and performance issues, communicating with customers, and improving support processes.

Provides technical support to customers through phone, email, and chat; diagnoses hardware, software, networking, and product issues; documents cases; escalates complex problems; collaborates with development teams; supports testing; creates knowledge-base content; produces reports; and works variable shifts, including holidays.

Senior Software Engineer responsible for compliance validation, defect remediation, production migration support, monitoring, and operational documentation for a federal ESA Section 7 data integration platform. The role validates decision logic and consultation routing, develops migration runbooks and rollback procedures, resolves critical application defects, supports post-deployment operations, incorporates user feedback, and enforces code review and version control practices.

Provide technical support for developer customers, resolve inquiries, create and maintain tutorials and content to improve self-sufficiency, minimize engineering interrupts, and collaborate with cross-functional teams on support strategies.

The Product Support Engineer will bridge the gap between Engineering and Customer Experience, resolving production issues, using AI for improvements, and consulting with Operations to automate processes.

Provides technical customer support for low- to moderate-complexity cases, incidents, bugs, and feature requests. Responsibilities include troubleshooting, reproducing and diagnosing issues, root cause analysis, ticket and SLA management, customer communication and education, system configuration, documentation, and cross-functional escalation. The role also requires product expertise and proficiency in at least one technical area such as SQL, web technologies, email deliverability, CRM systems, or APIs.

Lead production support for a veterinary SaaS platform by triaging incidents, diagnosing issues across Flutter, FastAPI, gRPC, and legacy integrations, and driving permanent fixes. Build monitoring, alerting, diagnostic automation, ticket taxonomy, reporting, runbooks, and SLAs. Partner with Hospital Success and Engineering to resolve customer-impacting issues, identify recurring failure patterns, and communicate technical problems clearly to clinic staff and internal stakeholders.

Provide technical support for Lucidworks Fusion, helping customers configure search systems and troubleshoot complex issues across Lucene, Solr, and distributed technologies. Create knowledge-base content, collaborate with Engineering and Customer Success, communicate customer feedback, and identify opportunities for additional products and services. The role includes 24/7/365 on-call participation and supports U.S. government customers.

Owns the full lifecycle of client incidents and support requests for Digital Asset products. Responsibilities include triaging complex application and business-flow issues, resolving incidents, advising clients on installation and deployment, documenting solutions, escalating unresolved problems to engineering teams, and participating in a global 24/7/365 on-call rotation. The role requires troubleshooting across cloud infrastructure, applications, databases, operating systems, blockchain networks, and distributed ledgers while maintaining strong customer communication.

Own complex technical support tickets involving APIs, logs, databases, cloud-billing connections, and data pipelines. Diagnose root causes using SQL, log analysis, and cloud-cost data, resolving issues directly when possible and escalating appropriately. Build documentation, runbooks, and AI workflows to improve automated support through Fin and internal tooling. Communicate clearly with customers and engineering while prioritizing a live ticket backlog.

Lead and stabilize business-critical production applications by resolving incidents, driving root-cause analysis, executing DR and deployment plans, updating runbooks, automating monitoring, and collaborating with development and audit teams to reduce risk and improve resiliency.

Provide technical support for employees across ChromeOS and MacOS; administer and maintain core SaaS tools (Google Workspace, Jamf, Slack, Atlassian); maintain in-office AV, networking, and peripherals; triage and resolve helpdesk tickets, improve IT processes, document knowledge base articles, and collaborate with cross-functional teams to keep the digital workplace secure and user-friendly.

Provides remote, onsite, and customer-site technical support for laboratory automation platforms. Manages customer cases, troubleshoots software, hardware, networking, robotic, and database issues, deploys and debugs integration code, performs upgrades and configuration changes, trains customers, collaborates with field and internal teams, and documents resolutions and process improvements.

Supports laboratory automation customers by managing technical cases, troubleshooting software, hardware, networking, and robotics systems, and deploying integration code. Configures databases, performs upgrades and configuration changes, trains customers, collaborates with field service and software teams, documents issues, and drives resolutions. The role is remote with office and customer-site work and requires approximately 30% domestic travel.

As a Cloud Support Engineer, you will resolve complex customer issues related to Ubuntu, ensure high satisfaction levels, and contribute to knowledge sharing.

Provide expert MongoDB technical support, troubleshoot complex deployments, administer Linux systems, advise on schema/design, performance tuning, backups, monitoring, and collaborate on support content and product strategy while occasionally traveling for team or customer meetings.

As a PostgreSQL Database Support Engineer, you'll assist DBA teams with troubleshooting, create knowledge base articles, and author community blogs while focusing on performance tuning and high availability solutions.

Provides advanced technical support for optical products in a 24/7 environment. Troubleshoots complex system-level issues, develops solutions, escalates critical customer problems to R&D, and coordinates cross-functional resolutions. Maintains product expertise, documents support activity, identifies process improvements, and trains junior team members. The role includes periodic on-call duties and requires strong communication, analytical problem-solving, customer service, and adaptability.