Technical Support Engineer in Boston

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Job DescriptionJob Description

Reporting to our Technical Support Lead, as a Technical Support Engineer, you will be responsible for owning the identification, diagnosis, and resolution of complex customer incidents and acting as a primary escalation point, leveraging excellent and prompt communications with our customers. This role will lead cross-functional partnerships to drive technical improvements and mentor junior team members within our hyper-growth start-up.

Qualifications

• 4+ years of practical experience in a technical support role, serving as a primary point of escalation, or equivalent technical expertise.
• Excellent communication skills, both written and verbal, capable of managing complex, high-stakes customer conversations.
• Proven expertise in effectively triaging, troubleshooting, and resolving complex technical issues at a deep, root-cause level.
• Mastery of concepts and tools, including SQL, logging tools (LogRocket, Datadog, etc.), APIs, and SSO configuration.
• Expertise using Zendesk and Jira to manage and streamline support workflows.
• : deep understanding of the software development lifecycle, git, and project management tools.
• Highly : proven comfort in reading/debugging code in Python, Node.js, Typescript, and React.

Key Responsibilities

• Own the resolution of high-priority, escalated, and complex customer incidents, minimizing customer downtime.
• Serve as the subject matter expert (SME) for deep-dive technical troubleshooting across the LinearB UI and backend—including independent review and analysis of our database and logs.
• Communicate in a friendly and thorough way with our geographically diverse customer base.
• Lead the definition and implementation of advanced documentation and escalation standards to ensure rapid and high-quality handoffs to the engineering team.
• Drive strategic cross-functional partnerships with the Product and Engineering teams to advocate for customer needs and influence product improvements.
• Proactively identify, define, and implement new processes, tools, and best practices to dramatically increase the efficiency and quality of the entire support team.
• This position includes working 3 days a week from our office 

LinearB Values:

• Put the Customer First
• Take Ownership
• One Team
• Show Product Expertise
• Be Data Driven
• Reach for the Next Level
• Listen Curiously & Speak Courageously

LinearB is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to , , , , , , , , protected veteran status, , or any other characteristic protected by law.

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