Technical Support Engineer (SF)

Team & Role The Technical Support Engineering team in our San Francisco office is key to ensuring our customers can fully leverage Gem. You will work directly with customers, Product, Engineering, Sales, and Customer Success teams to provide a best‑in‑class support experience, act as a product expert for our TSEs and Customer Success organization, and serve as a continuous source of insight for Engineering, Product, and Design while advocating for user needs. Responsibilities Become a product expert for Gem, learning all facets of the product and using that knowledge to assist customers with their most challenging questions. Provide customized and data‑informed recommendations and solutions for customer challenges, always keeping the user experience in mind. Facilitate the creation of technical documentation to train TSEs and CSMs on more complicated parts of the product. Coordinate, organize, and manage support workstreams for large product rollouts. Document recurring product issues to help triage customer issues, drive and improve product quality, and influence product roadmaps. Qualifications You exude empathy and genuinely care about helping users get to the root of the problem and effectively solve their problems. 4+ years of experience working in a support role (SaaS experience preferred). Excellent written and verbal communication, especially when explaining technical concepts to less‑technical users. Comfortable in a user‑facing role, interacting with both customers and our EPD teams to ensure customer needs are met. Ability to work in a highly cross‑functional environment. Openness and honesty when you don’t know the answer, and the drive to find one. Familiar with OAuth and basic web troubleshooting. A self‑starter who is comfortable taking the initiative to resolve issues in ways they deem fit. Nice to have: Basic understanding of Javascript, SQL, HTML, APIs, and comfortable using Chrome’s Console and developer tools. Location This role is based one day per week out of our San Francisco headquarters and is not eligible for full‑time remote work. Compensation The annual cash compensation range for this position is $114,800–$158,000 based on level, in addition to equity and benefits. Gem is an equal opportunity employer. We celebrate our inclusive work environment and encourage folks from all backgrounds and perspectives to apply. At Gem, we’re committed to having an inclusive and transparent environment where every voice is heard and acknowledged. Gem is committed to developing a barrier‑free recruitment process and work environment. If you require an accommodation, please email us at View email address on click.appcast.io. We’ll work with you to meet your accessibility needs. By clicking “Submit Application,” you acknowledge and agree that you have read and understand Gem’s Candidate Privacy Statement, including the information provided on how Gem processes your personal data and your related rights. #J-18808-Ljbffr Gem