About the role
We are seeking a highly skilled and customer-centric B2B SaaS Technical Support Engineer who is passionate about delivering exceptional support experiences. In this role, you will work with customers when they experience technical challenges with BetterComp. You will work closely with cross-functional teams including Engineering, Product, and Customer Success, to diagnose issues, provide solutions, and ensure a seamless customer experience. If you are a technical problem-solver who thrives in a fast-paced environment and is passionate about helping customers succeed, we’d love to hear from you!
What you bring:
- 3+ years of experience in a technical support or customer-facing engineering role, preferably in a B2B SaaS environment.
- Strong troubleshooting skills with the ability to diagnose complex technical issues involving APIs, cloud-based applications, databases, and integrations.
- Experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and customer communication tools.
- Solid understanding of web technologies, including HTTP, REST APIs, and common authentication methods (SAML, SSO, JWT etc.).
- Familiarity with programming or scripting languages (e.g., Python, JavaScript, SQL) is a plus.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Strong customer empathy and problem-solving mindset.
- Ability to work independently and efficiently in a fast-paced, high-growth environment.
What you’ll do:
- Serve as the second tier support escalation for customer technical issues.
- Diagnose, troubleshoot, and resolve customer issues related to our BetterComp SaaS platform, APIs, integrations, and configurations.
- Collaborate with Engineering and Product teams to escalate and resolve complex technical issues, and to improve supportability as a feature of the product.
- Document support cases, technical solutions, and best practices in our knowledge base.
- Conduct root cause analysis and recommend improvements to enhance product stability and user experience, including issue reproduction and working with engineering to resolve.
- Assist Customer Success Managers and Implementation Managers with complex product setups and configurations to help maximize customer’s success with our platform.
- Provide feedback to internal teams regarding recurring issues and feature requests based on customer insights.
- Ensure timely and effective resolution of customer requests, meeting or exceeding SLAs.
- Stay up to date with industry best practices, emerging technologies, and product updates.
Why you’ll love it:
BetterComp is transforming the way companies approach compensation, delivering modern, data-driven solutions that help organizations streamline pay practices, ensure fairness, and stay competitive. With a growing roster of enterprise clients, including many of the world’s largest companies, we’re redefining how compensation teams work.
As a fast-moving startup, we thrive on building what doesn’t yet exist—solving complex problems with creativity, agility, and a bias for action. At BetterComp, you’ll be part of a forward-thinking team that values bold ideas, empowers you to take ownership, and provides the support needed to grow your career.
Our success is driven by exceptional people. We hire top talent and give them the autonomy and space to do their best work. Here, you’ll collaborate with some of the most innovative and driven minds in the industry, tackling compensation’s toughest challenges and shaping the future of HRTech.
What we offer:
- Our fully remote position, based in the U.S., offers you the freedom to work from the comfort of your home, giving you the flexibility you've always wanted.
- Competitive compensation package that includes:
- Base salary range for this position: $81,000 - $115,000 (annually based on experience and location)
- Equity
- Flexible PTO, generous company holidays
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
