About the role

About the Role - Customer Support Engineer

The Customer Support Engineer serves as the primary point of contact for customers seeking assistance, combining frontline support expertise with deep technical proficiency. This role bridges the gap between traditional customer support and technical problem-solving — handling everyday inquiries with empathy and efficiency while diving into complex issues such as API integrations, authentication errors, and data sync failures. The ideal candidate is as comfortable troubleshooting a SSO login error as they are guiding a non-technical user through a product workflow.

Responsibilities

Serve as the first point of contact for inbound support requests via email, chat, and ticketing systems, ensuring timely and professional responses
Diagnose and resolve customer issues across a broad range of complexity levels, from basic “how-to” questions to technical integration problems
Communicate technical concepts clearly to both technical and non-technical audiences
Maintain high customer satisfaction scores by delivering empathetic, solution-oriented support
Document all interactions thoroughly in the support ticketing system, ensuring accurate records and follow-through on open issues
Serve as a trusted advisor to real estate agents in the U.S, Canada and Australia sharing best practices and resources as appropriate
Must be able to control composure and emotions in stressful situations
Proactively seeks tasks and looks for opportunities to collaborate with and assist others
Utilize internal tools to request assistance from other teams (i.e. JIRA, Asana)

Qualifications

Experience in a technical support, or similar client-facing technical role
Excellent written and verbal communication skills
Interpersonal and organizational skills with a willingness to work cross functionally with other teams to ensure the highest levels of customer service and satisfaction
Willingness to take ownership of a ticket and drive it to a resolution
Ability to manage multiple open tickets simultaneously and prioritize effectively
Detective-like perseverance when investigating questions
Absorb and comprehend new material like a sponge, and adapt to rapid product updates
Ability to troubleshoot API issues using tools such as Postman
Familiarity with SQL for querying databases to investigate data discrepancies.
Experience reading and interpreting log files and error traces to diagnose issues

Preferred Skills

Experience with Zendesk or similar ticket management platforms
Experience with JIRA or similar systems for bug tracking and engineering escalation
Working knowledge of JSON, XML, and CSV data formats.
Familiarity with authentication protocols such as OAuth 2.0, SAML, and API key management.
Git / GitHub — reviewing version history or referencing integration documentation