United States•Honduras•Brazil•Canada
Remote
Junior
Full Time
25 days ago
support engineerremotecustomer successtechnical support
Requirements
- •Experience with APIs, scripting, and programming concepts
- •Basic understanding of software development lifecycle
- •Familiarity with MSI deployments, MDM configuration, and networking fundamentals
- •Understanding of security and compliance considerations
- •Ability to troubleshoot integrations and guide customers through setup
- •Comfort working with logs, system behavior, and technical diagnostics
- •Excellent communication and the ability to simplify complex concepts for non-technical users
- •Empathy, patience, and a customer-first mindset
- •Calm under pressure and able to navigate ambiguity
- •Strong ownership of customer problems from start to finish
- •Detail-oriented, adaptable, and collaborative across teams
- •Junior or Mid-level experience in SaaS support, DevOps, QA, systems engineering, or similar technical roles
- •Technical skill level close to a junior developer with strong customer-facing ability
- •Must work within the AMER timezone
What You'll Do
- •Join Sales and Success calls to answer technical questions, assist with setup, and guide customers through complex implementations
- •Handle escalations from Sales, Success, and Support, including tickets, emails, calls, and screenshares
- •Troubleshoot advanced issues involving APIs, MSI deployments, networking, MDM configuration, and integrations
- •Provide clear and empathetic explanations that help customers understand solutions and next steps
- •Diagnose complex technical issues and determine root causes
- •Document findings, patterns, and solutions to improve internal knowledge and reduce repeat escalations
- •Act as a feedback loop to Product and Engineering by identifying bugs, edge cases, and usability gaps
- •Assist large customers with onboarding, especially those with extensive user bases or advanced deployment needs
- •Help customers adopt features such as silent installation, Hubstaff’s API, tool integration, and payroll
- •Develop scalable onboarding content that simplifies adoption, shortens time to value, and decreases support demand from end users
- •Help define and shape the Support Engineer role, including documentation, workflows, and best practices
- •Collaborate closely with Sales, Success, Support, and Engineering to ensure smooth handoffs and consistent customer experiences
- •Contribute to internal tooling, documentation, and process improvements
Nice to Have
- •Certifications in related fields
Benefits
- •Fully remote role
About Hubstaff
Hubstaff is a fully remote, global software brand that specializes in workforce management solutions for remote and hybrid companies.
Indiana, US
100-500
Workforce Management