Role Overview:

As our first Support Engineer, you will be responsible for providing technical assistance to our customers, helping them solve issues related to our product, and ensuring they can fully leverage Allstacks to optimize their engineering processes. You’ll be working with cross-functional teams, including Customer Success, Engineering, and Product, to troubleshoot technical issues, share valuable product feedback, and improve the overall customer experience. This role offers the unique opportunity to define support processes and shape the future of customer interactions at Allstacks.

The role is Hybrid in Raleigh NC (1-2 days in the office) or remote for other US locations.

Key Responsibilities:

• Provide timely and effective troubleshooting for customers facing issues with the Allstacks platform, including data integration, performance issues, and troubleshooting of key metrics related to engineering productivity.

• Investigate and diagnose customer issues, collaborate with engineering and product teams for bug fixes and escalations, and ensure timely follow-up until the issue is resolved.

• Create and maintain detailed technical documentation, including FAQs, support articles, troubleshooting guides, and in-app guides to help customers resolve common issues independently.

• Act as the voice of the customer by collecting feedback on common issues and feature requests and sharing insights with the product and engineering teams to improve the platform.

• Identify opportunities to streamline support processes and improve the overall customer experience. Implement proactive solutions to reduce customer issues and enhance support efficiency.

• Work closely with Customer Success, Engineering, and Product teams to ensure high-quality service and seamless communication across departments.

Qualifications:

• Strong understanding of software systems, troubleshooting methodologies, and debugging techniques. Familiarity with web applications, APIs, and cloud technologies is a plus.

• Exceptional communication skills and a passion for delivering a positive customer experience. You should be able to explain complex technical concepts in a simple and clear manner.

• Ability to think critically and solve technical issues quickly and efficiently. You’ll need to be resourceful, analytical, and patient while addressing customer challenges.

• Have the passion for metrics and the ability to learn the product in depth.
  
  

• Experience:

  • 4+ years in a customer-facing technical support role, ideally in SaaS or tech-related environments.

  • Familiarity with Software Development workflows is a big plus.

  • Familiar with SDLC tools like Jira, GitHub, Bitbucket, and Azure DevOps.

  • Experience working cross-functionally with teams like Engineering, Product, and Customer Success to deliver the best outcomes for customers.

  • Comfortable working in a fast-paced, growing startup environment, where processes and priorities may shift quickly.