Support Engineer

Bonusly helps your team improve engagement and adopt the behaviors that set them, and your organization, up for long-term success. We make employee recognition meaningful, habitual, and connected to what matters most—helping organizations build cultures where people want to stay and grow together. To learn more about working at Bonusly, check out our Un-Handbook: https://github.com/bonusly/un-handbook

• Execute a delightful day-to-day customer support experience, including responding quickly to questions via phone, email, chat, and occasional video, and following up on reported issues.
• Assist customers with configuring integrations with vendors such as Okta (SSO/SCIM), SFTP, ADP, Workday, BambooHR, Merge, and others.
• Collaborate with the Product Engineering team to diagnose the root cause of bugs, fix issues in code, and escalate complex ones.
• Tune the AI agent to provide better frontline support by diagnosing patterns where it falls short and implementing MCP tools and guidance.
• Maintain up-to-date documentation, FAQs, and guides to help customers self-serve integration issues where possible.

• 4+ years of relevant work experience.
• Past experience in live customer support is required.
• Relevant Bachelor’s degree.
• Strong English verbal and written communication skills.
• Curious about how modern SaaS systems work, with enthusiasm for collaborating with AI-driven support tools.
• Exposure to monitoring or analytics tools (e.g., Datadog, Snowflake, or similar).
• Experience with AI, integrations, and vibe coding.
• Clear, confident communication across audiences with varying levels of technical expertise.
• Empathy, patience, and professionalism in customer interactions.
• Enjoyment of troubleshooting complex issues by asking thoughtful questions and leveraging documentation.
• Ability to read and write basic code, and comfort navigating logs, JSON payloads, or browser dev tools is preferred. 
• Ownership of work, with the ability to prioritize effectively across customer and internal needs.
• Ability to thrive working autonomously while contributing to a collaborative team.
• Motivation to grow a career in Support Engineering, Systems, or Software Engineering.
• Plus: experience on a support team at a SaaS organization.