[Hiring] Customer Support Engineer @TixTrack

Role Description

The Customer Support Engineer provides the first line of engineering and technical support after traditional customer support channels are unable to resolve a production system issue or technical question. This role serves as the gatekeeper between Ticketing Services team members collaborating directly with customers and the Engineering / Product teams to improve both customer relationships and the Nliven product. This position reports directly to the VP of Customer Experience.

This position is full-time and fully remote. Candidates are preferred to be located in the Eastern timezone, ideally in New York, Connecticut, or New Jersey. We will also consider candidates in Florida, Virginia, North Carolina, South Carolina, as well as these Central timezone states: Louisiana, Wisconsin, Minnesota, and Texas. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office.

Qualifications

• Strong technical foundation with the ability to read and interpret code (C#, JavaScript, SQL, CSS).
• Curious and analytical with a proven ability to diagnose issues using logs, telemetry, and system behavior.
• Ability to thrive in a cross-functional environment, partnering effectively with Customer Experience, Product, and Engineering teams.
• Highly organized and detail-oriented, able to manage multiple priorities while maintaining a strong customer-first mindset.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or related field.
• At least 2 years of software engineering or development experience and/or previous experience in a technical customer support role.
• Hands-on experience with ability to read, interpret, and summarize C#, Javascript, CSS, and SQL.
• Proven experience with Google Analytics and Google Tag Manager for tracking and data layer implementation.
• Hands-on experience reading system telemetry: logs, dashboards, and monitors.
• Experience with cloud-based infrastructure, DNS, networking, storage, logging, and monitoring tools is a plus.
• Understanding of software development and testing methodologies and deployment practices is a plus.

Benefits

• Base annual salary range of $70,000 to $85,000, commensurate with experience.
• Eligibility for annual bonus based on performance and company success.
• 100% of premium paid for medical, dental and vision benefits for employee and dependents, with an HSA-eligible option (with a $1,000 employer contribution for 2026).
• Company-paid life insurance.
• Traditional and Roth 401k plans.
• Paid parental leave.
• Learning & development opportunities with company reimbursement for eligible educational expenses.
• Working abroad opportunities.
• Volunteer days off.
• Flexible scheduling.
• Up to $300 reimbursement for initial equipment to set up hybrid work environment.
• Generous PTO and holiday schedule.
• Remote work environment.