Technical Support Engineer

United States·San Franciscofull-timemid

Technical Support EngineerCustomer

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Quick Summary

Key Responsibilities

Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings. Troubleshoot technical issues and drive creative solutions to customers in a timely manner.

Technical Tools

Technical Support EngineerCustomer

Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. Our platform offers three core products: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools, and Merge Gateway, the control plane for running AI in production. Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance. Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.

Responsibilities

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Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings.
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Troubleshoot technical issues and drive creative solutions to customers in a timely manner.
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Contribute to establishing and maintaining the integration of Merge into our customers’ product
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Partner with Engineering, Product and Customer Success teams to resolve incidents and advocate for feature requests.
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Create and maintain help center guides, runbooks, and internal notes to strengthen our knowledge base.
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Help lay the foundation for a successful and rapidly growing support engineering team!
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Take part in an overnight on-call rotation for critical incidents about once every six weeks.

2+ years of experience in technical support, customer facing engineering, or solutions engineering roles.
Computer science background or other technical/quantitative orientation.
Excellent verbal and written communication skills.
Strong work ethic, a customer-first mindset, goal-oriented approach, and great attention to detail
Strong problem-solving skills; experience with scripting for debugging and one-off analyses is a plus.
Prior startup experience is a plus

What We Offer

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✓The cash compensation range for this role is $115,000 - $130,000

✓Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and certifications. In addition to cash compensation, all full time employees receive an equity compensation package.

✓Unlimited PTO + 10 company holidays

✓Quality health, vision, and dental insurance

✓401K Plan

✓$200 one-time home office stipend

✓Free dinner when working past 7pm

✓Annual company offsites and quarterly team events. Past locations have included: Nashville, Sonoma, and the Hudson Valley