[Hiring] Support Engineer @Freshpaint

Role Description

We’re looking for a Support Engineer who thrives at the intersection of customer experience and deep technical problem-solving. You’re someone who enjoys digging into complex systems, reading code, and figuring out how things work under the hood to resolve customer issues. You take full ownership from first report to final resolution, and you’re driven to not just fix problems, but to improve the overall customer experience. You’re an empathetic communicator who can translate technical details clearly, and a proactive partner who surfaces insights to improve the product and support processes.

What You’ll Be Doing

• Serve as a frontline technical expert, helping customers navigate and troubleshoot a complex product.
• Investigate issues by working directly in the codebase and across systems, using tools like Go, TypeScript, and SQL to identify root causes and deliver solutions.
• Collaborate closely with Engineering, Customer Success, and Product to resolve issues, improve workflows, and advocate for customer needs.
• Your work will directly shape both the customer experience and the evolution of the product.

Primary Responsibilities

• Own and drive customer issues to resolution end-to-end.
• Troubleshoot and resolve complex technical issues across the stack.
• Investigate application behavior using Go, TypeScript, and SQL.
• Analyze system architecture and code to identify root causes.
• Partner cross-functionally with Engineering, Customer Success, and Account teams.
• Support customers across the full lifecycle, including onboarding and ongoing usage.
• Communicate technical issues clearly to both technical and non-technical audiences.
• Create and maintain internal runbooks and customer-facing documentation.
• Surface customer feedback and insights to inform product improvements.

Qualifications

• 2+ years in a technical support, solutions engineering, or software engineering role.
• 2+ years in a customer-facing position.
• Ability to read and write code (Go, JavaScript/TypeScript preferred).
• Experience troubleshooting across frontend and backend systems.
• Strong analytical and problem-solving skills with a self-service mindset.
• Clear and effective communicator across a range of audiences.
• Highly organized, able to manage multiple issues and priorities simultaneously.
• Customer-first mindset with strong empathy and ownership.
• Familiarity with databases & SQL.

Nice to Haves

• Familiarity with debugging production environments.
• Experience working with SQL and data-heavy systems.
• Background collaborating closely with Product and Engineering teams.
• Contributions to technical documentation, help centers, or knowledge bases.

Benefits

• Competitive pay + generous equity.
• Half-day Fridays, every Friday.
• 16 weeks fully paid parental leave (eligible after 6 months; commission-based roles receive 100% base salary during leave).
• Flexible PTO with a required 2-week minimum.
• Top-tier health, dental & vision (100% covered for you, 80% for dependents).
• Intentional & engaging company offsites (past trips: Arizona, Jackson Hole, Nashville, New Orleans & more).
• And more!