Support Engineer

ABOUT US

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 intersect-providing 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.POSITION SUMMARY

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

Customer-Facing Technical Support

• 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.

Escalations & Incident Management

• 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.

Internal Support Operations

• 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

• 3-5 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.