Technical Support Engineer

About the role

Structured support converts individual cases into shared platform improvements that guide builder workflows. In this capacity, you act as the primary bridge between user encounters and durable product enhancements, ensuring that every interaction feeds directly into the platform's evolution. You will own the full arc of technical issues, from initial triage through resolution and documentation, translating complex builder challenges into clear, actionable insights for the engineering team. The role demands that you diagnose problems with precision, validate findings through systematic investigation, and articulate your reasoning in a manner that both technical and non-technical stakeholders can readily understand. You will collaborate closely with product and customer success partners to align support outcomes with broader product goals and customer expectations. This position is defined by ownership of the feedback loop, where your work in resolving individual tickets directly informs the reliability and usability of the platform for future builder workflows. You are expected to maintain a high standard of professionalism and empathy, ensuring that every builder interaction reinforces trust in the Merge platform while generating valuable data for long-term product decisions.

Key facts

What you'll do

Detailed investigation drives technical issue diagnosis, and builders use the findings to strengthen platform operations. You conduct in-depth analysis of reported problems, utilizing logs, API responses, and scripting utilities to isolate root causes and validate hypotheses. Durable implementation guidance from resolved cases improves reliability for future platform work, and you synthesize these learnings into clear documentation and process updates. You translate complex builder workflows into structured support cases, ensuring that every interaction contributes to a growing knowledge base. You evaluate API behaviors and integration patterns to identify inconsistencies, producing precise bug reports and feature suggestions for the product team. You coordinate with engineering and product stakeholders to escalate complex issues, providing them with the context and evidence needed to prioritize fixes efficiently. You mentor less experienced team members on debugging techniques and customer communication standards, elevating the overall quality of support. You track recurring themes in support activity to highlight systemic risks, enabling proactive adjustments to documentation, onboarding, and platform design. You participate in code reviews and design discussions where your support experience informs technical decisions that reduce future friction for builders.

Requirements

A bachelor's degree is required, with the specific field confirmed Two or more years of customer-facing technical support or solutions engineering experience demonstrates relevant capability. Technical assessments reveal comfort with debugging APIs, integrations, or backend systems in clear scenarios. Logs, API responses, and scripting tools form the consistent foundation for debugging in real situations. Decisions and follow-through align with a customer-first mindset and strong ownership within technical contexts. You must be able to present a bachelor's degree from an accredited institution as proof of the degree requirement stated. You must possess a minimum of two years of professional experience in customer-facing technical support or solutions engineering roles. You must demonstrate the ability to read and interpret technical logs, API responses, and error traces to advance diagnosis. You must be comfortable using scripting and automation tools to reproduce issues and verify fixes in backend environments. You must consistently apply a customer-first approach, balancing empathy with accountability in all interactions with internal and external stakeholders.

Practical notes

The role is based in San Francisco, CA, within an engineering team collaborating with product and customer success. Typical interview steps include a recruiter screen, technical rounds, and team fit discussions. Typical interview steps

Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down unfamiliar problems, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.

Good to know

Clear communication holds equal weight to technical skill in this field. Engineers often work in small teams, reviewing work and shipping in small batches following agile practices. General tools named in this role include logs, API responses, and scripting utilities for debugging. These tools support diagnosis and resolution workflows across customer and product contexts. Understanding backend systems and integration patterns helps navigate daily responsibilities in technical support.

Questions to ask

Useful questions for the interview: what a typical week looks like, how work is assigned, what tools the team uses, and how feedback works. Asking how the role has changed recently and what the team wishes it had known when joining is also reasonable. Questions about the manager's priorities are especially valued.

Career growth

Engineering careers usually progress from individual contributor to senior, staff, and principal levels. Some engineers move into management and lead teams of five to twenty people. Others stay on the technical track. Growth follows demonstrated impact, not tenure alone. A typical engineering ladder has clear levels with defined expectations for scope, quality, and mentorship. Moving up usually requires owning outcomes end to end rather than completing assigned tickets.