Technical Support Engineer

Our platform empowers users to build, deploy, and support integrations. Prismatic integrations connect our customers’ products to the other applications their customers use. It includes a code-first build approach, a low-code integration designer, an embedded workflow builder, SDKs, AI-assisted development tooling, an embeddable integration marketplace, and purpose-built infrastructure for running integrations at scale.

• →Deliver an exceptional customer experience through technical support by answering questions, providing guidance and best practices, and helping users navigate Prismatic’s developer features and low-code tools.
• →Triage and prioritize customer issues and feature requests based on severity, impact, and urgency.
• →Troubleshoot API requests, webhook payloads, authentication, and data formatting by investigating logs, API responses, configuration, and code to identify root causes and drive issues to resolution.
• →Escalate complex issues with clear reproduction steps, relevant evidence, severity, and customer impact.
• →Partner with internal teams on escalations, support a smooth transition from onboarding, and communicate customer trends.
• →Participate in the Support on-call rotation for critical incidents, managing customer communication and coordinating with Engineering when needed.

• Have 3+ years of experience in technical customer success, support, engineering, or a similar technical customer-facing role.
• Have a strong understanding of APIs, including REST, GraphQL, and webhooks.
• Understand authentication patterns, including OAuth 2.0 and JWT, and are familiar with common data formats such as JSON, XML, YAML, and CSV.
• Are comfortable reading and debugging TypeScript or JavaScript code and troubleshooting production issues; writing production code is a plus.
• Can communicate complex technical concepts clearly and approach problems with curiosity, adaptability, and a solution-oriented mindset.
• Familiarity with AI-assisted development tools, such as Claude Code and Cursor.
• Can pass a background check and are legally authorized to work in the United States.
• Are located within 1 time zone of US Pacific Time and able to work US Pacific Time hours.

• $85,000 - $105,000/year + equity

Our values shape everything we do—how we make decisions, collaborate, and operate day to day.

• Give a Shit – We bring passion and drive to our work. We believe what we're doing matters and we treat it that way.
• Progress Over Perfection – We value daily progress, moving fast, and iterating. We prefer a good solution now over a perfect one later.
• Same Team – We recognize that we succeed or fail as a group and help each other out. We don't tolerate assholes.

We operate with urgency, ownership, and high standards. You'll be joining a team that's highly engaged, customer-obsessed, and constantly solving new problems that help B2B software companies scale their integration strategies.

To support this pace, we're also intentional about sustainability. We offer comprehensive benefits, unlimited PTO, and top-tier equipment for remote work. 

We want diverse perspectives and experiences. If this role excites you but you're not sure you check every box, apply anyway. We consider every application thoughtfully and will either move forward with you, connect you with another team that might be a better fit, or keep in touch for future opportunities.