Support Engineer

Support Engineer

At VibeIQ, our mission is to become the market-leading, global solution for companies that create physical products. We're building the platform where the art and science of product creation intersectproviding teams with a shared workspace to collaborate, iterate and make smarter, data-driven decisions throughout the product lifecycle. Our work helps companies bring better products to market faster, with greater clarity and confidence.

As a Support Engineer at VibeIQ, you'll be the go-to technical resource for our customers owning issues from first contact through resolution. You'll manage support tickets, investigate issues, handle escalations, and help build the processes that keep our support operation running smoothly. As a Support Engineer, you'll be an important part of our Customer Success team, and more importantly, you'll become a trusted advisor to our customers and play an integral role in their value realization.

This is a role for someone who thrives on solving problems, loves digging into the details, and takes pride in delivering a great customer experience even when things get complicated.

Essential Functions

• Own a high volume of inbound support tickets, managing prioritization, updates, and resolution from start to finish.
• Diagnose and troubleshoot issues across VibeIQ's platform related to user workflows, product data, permissions, and configuration.
• Communicate clearly and professionally with customers, providing timely updates and translating technical findings into easy-to-understand explanations.
• Document solutions thoroughly and contribute to an internal knowledge base to help the team resolve recurring issues faster.
• Be a voice to the customer's sentiment and health status to internal partners.

• Identify and escalate high-severity tickets appropriately, ensuring urgent issues are flagged and tracked with clear ownership and timelines.
• Coordinate with Customer Success Managers during escalations to keep customers informed and confident.
• Spot patterns across tickets recurring bugs, workflow issues, configuration gaps and surface them to the right internal stakeholders.
• Follow up on resolved escalations to confirm customer satisfaction and close the loop.

• Help maintain and improve support workflows and ticket processes to keep the queue organized and efficient.
• Contribute to internal documentation, runbooks, and FAQs that reduce time-to-resolution across the team.
• Assist in onboarding new support team members by sharing knowledge and best practices.

Required Experience

• 35 years of experience in a Technical Support, Support Engineering, or Application Support role at a SaaS company.
• Hands-on experience managing support tickets in Zendesk or a similar platform.
• Strong troubleshooting instincts you're methodical, curious, and don't give up until you find the root cause.
• Clear written communication skills; you can explain complex issues to both technical and non-technical audiences.
• Ability to manage and prioritize a busy ticket queue without dropping the ball.

Bonus Points

• Experience supporting B2B SaaS enterprise customers.
• Familiarity with PLM, PIM, or retail/merchandising technology platforms.
• Basic understanding of APIs and web application architecture.
• Experience working in a startup or fast-scaling environment.

Why Join Us

• High impact: Play a key role in the customer experience at a fast-growing startup where your contributions are visible and valued.
• Remote-first: Work from anywhere with a team that values outcomes over hours.
• Meaningful customers: Support brands you know in apparel, footwear, and retail as they bring their best products to market.
• Growth opportunity: As VibeIQ scales, so will this role. There's real room to grow into a senior or lead function.
• Mission-driven team: We're building something genuinely new in an industry that's been stuck in spreadsheets for decades.

Benefits

401(k), Health, Dental, Vision

9 Paid Holidays per Year

Discretionary Time Off

Paid Parental Leave

VibeIQ, LLC values a diverse team and is an equal opportunity employer.