Technical Support Engineer, EMEA

About the role

Postman is actively searching for a technical support professional to manage the needs of our diverse and global user base. In this capacity, you will act as the primary point of contact for customers, handling their inquiries with precision and empathy across multiple communication channels. A core part of this position involves direct phone conversations and screen-sharing sessions where you will diagnose complex issues in real-time. You will work in tandem with internal engineering and product teams to investigate root causes and drive resolutions for intricate technical problems. The role requires you to become a master of the Postman platform, transforming into a go-to technical subject matter expert for users. You will be responsible for maintaining a structured approach to ensure high levels of customer satisfaction and operational efficiency. This position is critical in bridging the gap between our product and our customers, ensuring feedback loops are effective and actionable. Success in this role means balancing technical acumen with outstanding interpersonal skills to deliver consistent, high-quality support.

Key facts

What you'll do

• Master the Postman platform to serve as a technical subject matter expert for customers.
• Diagnose, troubleshoot, and resolve customer-reported technical problems through systematic investigation.
• Coordinate with product and engineering departments to escalate issues and expedite timely resolutions.
• Maintain and update documentation within our FAQs to ensure information is current and accurate.
• Contribute detailed bug reports and resolutions to our public GitHub issue tracker for community benefit.
• Provide live support via phone and screen-sharing, performing triage and managing follow-up communication.
• Improve internal support processes by identifying bottlenecks and proposing practical workflow enhancements.
• Build proofs-of-concept to replicate customer issues and validate potential solutions internally.
• Manage internal tools and knowledge bases to ensure efficient case handling and information retrieval.
• Meet defined performance targets regarding responsiveness, customer satisfaction scores, and resolution efficiency.
• Work a schedule that is aligned to London time (GMT/BST) and accommodate rotating weekend coverage commitments.
• Utilize strong analytical skills to break down complex issues into manageable components for resolution.
• Act as a product expert to guide users through best practices for API development and testing workflows.
• Foster positive customer relationships by demonstrating ownership of cases from initial contact to closure.

Requirements

• Minimum 2 years of experience in technical support for a SaaS or modern software product.
• Background in API development or extensive work with SaaS platforms is essential for understanding user challenges.
• Strong verbal and written communication skills with a clear focus on positive client-facing interactions.
• Ability to explain intricate technical concepts clearly to diverse audiences with varying technical backgrounds.
• Understanding of networking fundamentals, REST APIs, and modern web architecture is required.
• Experience working with Jira, GitHub, and Confluence is mandatory for effective case management.
• Ability to maintain a calm, structured approach during urgent customer issues and high-pressure situations.
• Capacity to work effectively within a globally distributed team across different time zones and cultures.
• Must be available to work a schedule aligned to London time (GMT/BST) with flexibility for rotating weekend coverage.
• Demonstrated commitment to maintaining documentation and contributing to collaborative repositories.
• Willingness to adhere to strict performance metrics while maintaining a high level of empathy and professionalism.
• Proven track record of resolving technical issues efficiently without compromising quality of service.

Nice to have

• Proficiency in JavaScript, Node.js, or PHP to better understand code-level issues and assist developers.

Practical notes

• This role requires 5 days per week of in-office attendance at our London hub.
• Benefits include full medical coverage, flexible PTO, wellness reimbursement, monthly lunch stipends, and donation matching.
• Weekend coverage is a requirement of the position to ensure continuous support for global users.
• Postman is an Equal Employment Opportunity and Affirmative Action Employer committed to diversity in the workplace.