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Technical Support Engineer, Austin at Postman
PostmanAustin, Texas, United States; New York, New York, United States·2d ago
Mid LevelFull-timeJavaScriptJavaRustNode.jsREST APIGitAPI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer to join Postman, the world’s leading API platform. You will deliver excellent service for a leading global SaaS company with millions of users, engaging with both technical and non-technical customers.
Key Responsibilities
- →Become a technical expert on the Postman platform
- →Take ownership of customer reported issues and see problems through to resolution
- →Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- →Work with engineering, product, and customer teams to ensure speedy resolution
- →Streamline processes, run experiments, build/maintain internal tools, and create proofs-of-concept for users
- →Contribute to our FAQs, which serve as our customer’s knowledge base
- →Interact with Postman's developer community of 15 million+ via support channels, public Github issue tracker, and the community
- →Achieve key metrics around CSAT, responsiveness, and number of iterations to a successful resolution
- →Provide real-time customer support via phone (and/or screen-sharing when appropriate), including triage, troubleshooting, escalation coordination, and clear follow-ups in writing
- →Participate in weekend coverage to support customers outside of standard weekday hours
Requirements
- ✓2+ years of experience doing technical product support for a modern/SaaS product
- ✓Previous experience with API Development/SaaS products
- ✓Excellent client-facing skills
- ✓Excellent written and verbal communication skills
- ✓Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
- ✓Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
- ✓Able to work asynchronously with a globally-distributed team
- ✓Familiarity with support platforms like Jira, Github, and Confluence
- ✓Comfortable providing customer support over the phone, including explaining technical concepts live, guiding troubleshooting steps, and maintaining a calm, structured approach during high-urgency issues
- ✓Able to work standard hours aligned to US Eastern Time (ET)
- ✓Participate in weekend coverage as part of the role (via a rotating schedule or shifted week)
Benefits
- ★Competitive base salary ranging from $67,400 to $91,000 plus equity package
- ★Full medical coverage
- ★Flexible PTO
- ★Wellness reimbursement
- ★Monthly lunch stipend
- ★Donation-matching program
- ★Comprehensive set of benefits focused on physical and mental health
- ★Frequent team-building events
- ★Inclusive culture
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