POSITION SUMMARY
As a Support Engineer at VibeIQ, you'll be the go-to technical resource for our customers - owning issues from first contact through resolution. You'll manage support tickets, investigate issues, handle escalations, and help build the processes that keep our support operation running smoothly. As a Support Engineer, you'll be an important part of our Customer Success team, and more importantly, you'll become a trusted advisor to our customers and play an integral role in their value realization.
This is a role for someone who thrives on solving problems, loves digging into the details, and takes pride in delivering a great customer experience - even when things get complicated.ESSENTIAL FUNCTIONS
Customer-Facing Technical Support
- Own a high volume of inbound support tickets, managing prioritization, updates, and resolution from start to finish.
- Diagnose and troubleshoot issues across VibeIQ's platform related to user workflows, product data, permissions, and configuration.
- Communicate clearly and professionally with customers, providing timely updates and translating technical findings into easy-to-understand explanations.
- Document solutions thoroughly and contribute to an internal knowledge base to help the team resolve recurring issues faster.
- Be a voice to the customer's sentiment and health status to internal partners.
Escalations & Incident Management
- Identify and escalate high-severity tickets appropriately, ensuring urgent issues are flagged and tracked with clear ownership and timelines.
- Coordinate with Customer Success Managers during escalations to keep customers informed and confident.
- Spot patterns across tickets - recurring bugs, workflow issues, configuration gaps - and surface them to the right internal stakeholders.
- Follow up on resolved escalations to confirm customer satisfaction and close the loop.
Internal Support Operations
- Help maintain and improve support workflows and ticket processes to keep the queue organized and efficient.
- Contribute to internal documentation, runbooks, and FAQs that reduce time-to-resolution across the team.
- Assist in onboarding new support team members by sharing knowledge and best practices.
REQUIRED EXPERIENCE- 3-5 years of experience in a Technical Support, Support Engineering, or Application Support role at a SaaS company.
- Hands-on experience managing support tickets in Zendesk or a similar platform.
- Strong troubleshooting instincts - you're methodical, curious, and don't give up until you find the root cause.
- Clear written communication skills; you can explain complex issues to both technical and non-technical audiences.
- Ability to manage and prioritize a busy ticket queue without dropping the ball.
BONUS POINTS- Experience supporting B2B SaaS enterprise customers.
- Familiarity with PLM, PIM, or retail/merchandising technology platforms.
- Basic understanding of APIs and web application architecture.
- Experience working in a startup or fast-scaling environment.
WHY JOIN US- High impact: Play a key role in the customer experience at a fast-growing startup where your contributions are visible and valued.
- Remote-first: Work from anywhere with a team that values outcomes over hours.
- Meaningful customers: Support brands you know - in apparel, footwear, and retail - as they bring their best products to market.
- Growth opportunity: As VibeIQ scales, so will this role. There's real room to grow into a senior or lead function.
- Mission-driven team: We're building something genuinely new in an industry that's been stuck in spreadsheets for decades.
BENEFITS401(k), Health, Dental, Vision
9 Paid Holidays per Year
Discretionary Time Off
Paid Parental Leave
