Support Engineer Columbia, MD
Hooked CRM
- Support EngineerLocation: Columbia, MDEmployment type: Full TimeCompensation: $50k - $75kLocation Type: On-siteJob InformationApplication## OverviewHooked 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 leadershipApply now
- J-18808-Ljbffr Hooked CRM
Vacancy posted 3 days ago
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