Freshpaint, a rapidly growing company that provides a data governance layer to make web analytics tools HIPAA-compliant for the healthcare industry, is seeking a Support Engineer. This role is critical for resolving technical customer issues end-to-end for a technically complex product that enables healthcare marketers to promote access to care while safeguarding patient privacy.

This is a Full-time, Fully Remote (U.S. only) position with a compensation range of $97,000 – $130,000/yr plus generous equity. The company operates a unique benefit of Half-day Fridays, every Friday.

Role Summary and Code-Level Troubleshooting Mandate

This is a high-impact, customer-facing technical role. You will dive into the product’s codebase and architecture to guide customers and resolve issues. You are expected to be highly autonomous, prioritize ruthlessly, and act as the voice of the customer to influence the product roadmap.

In This Role You Will:

• End-to-End Ownership: Own the resolution of assigned customer issues from end to end, ensuring prompt and effective technical support that meets high standards.
• Code-Level Diagnosis: Dig into the code base and architecture to understand how the product works. Work with Go, TypeScript, and SQL to diagnose and resolve customer issues.
• Customer-Facing Expertise: Provide expert technical support for the entire customer lifecycle, including pre-sales and onboarding.
• Product Advocacy: Act as the voice of the customer based on frontline knowledge, working alongside Product Managers to define and shape product goals, roadmap, priorities, and strategy.
• Documentation: Contribute to comprehensive technical and internal documentation (runbooks/procedures) to ensure clarity and share knowledge.
• Communication: Clearly communicate customer issues internally and externally in a way that both technical and non-technical teams can understand.

Required Experience and Technical Qualifications

The ideal candidate blends strong technical aptitude (including coding and debugging) with exceptional communication and customer empathy, having experience in a fast-paced, customer-facing technical role.

• Experience (Mandatory):
  • Minimum 2 years of experience in a technical role (support engineer, solutions engineer, software engineer, or similar).
  • Minimum 2 years of experience in a customer-facing role.
• Technical Skills:
  • Experience with modern programming languages, such as Go or JavaScript, meaning you can write code.
  • Proficiency in front and back-end technologies.
  • Demonstrated ability to research a problem thoroughly, figure things out on your own, and troubleshoot technical issues efficiently.
• Soft Skills:
  • High empathy and a focus on the customer experience.
  • Strong communication skills and intuition for communication strategy at every level.
  • Detail-oriented with superior organizational skills and the ability to balance multiple projects and deadlines.
  • Ability to get things done fast, learn quickly, and take ownership to solve problems.