Technical Support Engineer

Technical Support Engineer

Prismatic is the integration platform that helps B2B software companies build integrations fast and deliver them at scale. We're turning integrations from a bottleneck into a growth driver for hundreds of companies, from high-growth startups to Fortune 500s.

Our platform handles everything that breaks at scale, so teams can ship integrations, not infrastructure. It provides flexible, AI-enabled build experiences through code-native, low-code, and an embedded workflow builder, plus self-service configuration and an embedded marketplace.

Prismatic is well-funded with strong product-market fit and a high-agency, driven, collaborative culture.

About the Role

We're looking for a Technical Support Engineer who is excited to work on a fully remote team that offers the best possible user experience in support and onboarding experience for our technical and non-technical customers.

The ideal candidate has moderate to strong technical software knowledge across a broad technical skill set. You enjoy a new challenge every day as you assist customers with building and troubleshooting integrations to the other third-party apps their customers use. It's critical to have customer-facing experience and the ability to prioritize numerous tasks in the best way to serve our customers.

Excellent verbal and written communication skills are also important as you will be representing Prismatic to customers and providing insight to internal Engineering teams.

Sound good so far? Let's talk a little more about the Prismatic platform.

Our platform empowers users to build, deploy, and support integrations. Prismatic integrations connect their products to the other products their customers use. It includes a low-code integration designer, powerful dev tools for when code is the right answer, an embeddable integration marketplace, and purpose-built infrastructure for running integrations at scale.

What You Will Do

• Drive an exceptional customer experience
• Triage and prioritize customer issues and proposed product features
• Work closely with Engineering, Product and Account Management to resolve complex customer issues
• Answer customer questions and provide clear guidance and best practices on building integrations using the Prismatic platform
• Help customers troubleshoot and resolve integration challenges with third-party apps including debugging API requests, authentication issues, and data formatting challenges
• Help users understand and navigate our platform's low-code tools and developer features
• Identify, gather data, and communicate customer trends to internal teams
• Be part of a highly collaborative, customer-obsessed team that makes a difference every day

About You

• 3+ years experience in technical support or engineering
• Understand the mechanics of APIs, including REST, GraphQL, SOAP
• Understand the mechanics of authentication, including OAuth 2.0 and JWT
• Are familiar with various data formats including JSON, XML, YAML and CSV
• Are comfortable reading and debugging small code snippets, particularly in JavaScript, Node.js, or TypeScript; writing code is a plus.
• Have a positive attitude, an aptitude for learning, and generally look for solutions instead of focusing only on problems

Bonus If You Have Experience With:

• Moderate to strong proficiency in JavaScript / Node.js
• Experience building integrations with a variety of APIs and vendors
• Experience with some of the following:
  • OAuth 2.0 auth code and client credential flows
  • Webhooks
  • Low-code flow builders

Pay Range:

• $85,000 - $105,000/year + equity

Life at Prismatic

Our Values

Our values shape everything we do—how we make decisions, collaborate, and operate day to day.

• Give a Shit – We bring passion and drive to our work. We believe what we're doing matters and we treat it that way.
• Progress Over Perfection – We value daily progress, moving fast, and iterating. We prefer a good solution now over a perfect one later.
• Same Team – We recognize that we succeed or fail as a group and help each other out. We don't tolerate assholes.

What to Expect at Prismatic

We operate with urgency, ownership, and high standards. You'll be joining a team that's highly engaged, customer-obsessed, and constantly solving new problems that help B2B software companies scale their integration strategies.

To support this pace, we're also intentional about sustainability. We offer comprehensive benefits, unlimited PTO, and top-tier equipment for remote work.

Benefits

Remote work: Our team works remotely across the US; we travel together 2x times a year for company kick-offs and mid-year meetings. Unlimited PTO: We have an unlimited & flexible paid time off (PTO) policy that encourages our team to recharge when they need to. Medical, dental & vision: Prismatic offers high-quality medical (Cigna Medical), dental (Guardian Dental) and vision (Guardian VSP) care for full-time employees and their dependents. Life insurance: We provide company-paid life insurance, short-term disability insurance, and long-term disability insurance through Guardian. 401(k): Our 401(k) plan is through Empower with 4% company match - 100% of the first 3% and 50% of the next 2%. Computer & technology equipment: We provide the equipment you need to do your best work, applicable to your role + $1k new hire setup stipend.

Ready to Help Turn Integrations Into Growth Drivers?

We want diverse perspectives and experiences. If this role excites you but you're not sure you check every box, apply anyway. We consider every application thoughtfully and will either move forward with you, connect you with another team that might be a better fit, or keep in touch for future opportunities.