Support Engineer

Overview Hooked is looking for a Support Engineer to be the technical voice behind our customer experience. You will work directly with customers to diagnose issues, ship fixes, and feed real-world signal back into our product roadmap. This role sits at the intersection of customer success and engineering — equal parts problem-solving, communication, and technical depth. What You'll Do Resolve customer issues end-to-end, from intake to root cause Reproduce, document, and triage bugs against the product backlog Write internal tooling and scripts to speed up debugging Build customer-facing knowledge base articles and playbooks Partner with engineering to drive recurring issues to resolution Surface trends in support data to product and design What We're Looking For 2+ years in a technical support, solutions engineering, or customer-facing engineering role Comfortable reading code in a modern web stack (TypeScript, React, Node) Strong written communication — clear, calm, and customer-empathetic Familiarity with REST, SQL, and browser dev tools Experience with a ticketing/CRM system (Hooked, Zendesk, Intercom, etc.) Nice to Have Experience supporting B2B SaaS products Background in telephony, VoIP, or contact-center software Comfort with Postgres, Redis, or AWS troubleshooting Why This Role Direct impact on customer retention and product quality Cross-functional exposure to product, design, and engineering Clear path into product, engineering, or customer success leadership #J-18808-Ljbffr