Customer Support Engineer

About the role

As a Customer Support Engineer at Rox, you will own the end‑to‑end support queue, ensuring customers are quickly unblocked when product issues arise. This technical, customer‑facing role involves triaging, reproducing, resolving, and communicating solutions with urgency.

Key responsibilities

• Own the product support queue from intake through resolution, maintaining clear communication with customers.
• Protect support SLAs by handling severe, loss‑of‑functionality issues with priority.
• Debug issues across integrations, data flows, agent workflows, and account configurations.
• Partner with engineers and growth strategists on critical escalations and create documentation to enable self‑service.
• Capture recurring failure modes and provide actionable insights to product and engineering teams.

Required profile

• 2+ years in technical support, solutions engineering, or a similar B2B SaaS role.
• Strong troubleshooting instincts across SaaS apps, APIs, identity, and data integrations.
• Ability to read logs, reproduce bugs, and explain technical findings to both technical and non‑technical audiences.
• Clear written communication so customers always know status, next steps, and owners.
• Willingness to work in a fast‑moving, early‑stage environment where processes are still evolving.

Required skills

• SQL
• Scripting language (e.g., Python, Bash)
• Experience with CRM/GTM stacks such as Salesforce or HubSpot
• API troubleshooting

What we offer

• Competitive pay with significant equity upside
• Health insurance