Support Engineer
About The Position
FLIGHTCAST FlightCast is trying to make running a video podcast not suck. We’re building tech to make publishing video and audio everywhere one-click, and bringing all your analytics and ads under one roof. We’re co-founded by Steven Bartlett - The Diary of a CEO - the second largest podcast in the world. We are purpose-built to help make the largest podcasts even bigger. MISSION Act as the bridge between FlightCast customers and the engineering team, ensuring users can successfully use the platform while identifying and fixing issues quickly. This role combines technical support and software engineering, helping resolve customer problems, debugging, and improving the product experience by turning support insights into product improvements and tutorials. Most of our customer issues are actual bugs - not product misunderstandings. So if you like bug fixing, this is for you.
Requirements
- Significant experience with TypeScript, Next.js, React, and React Query/tRPC
- Clear communication skills when supporting customers
- Experience working in SaaS technical support or support engineering
- Experience writing technical documentation or product guides
- Good at debugging, digging into logs, and finding issues without additional help from team
Responsibilities
- Reduce engineering interruptions.
- Act as the first line of technical support so the core engineering team can focus on building new features.
- Provide technical support and service directly to customers.
- Investigate, troubleshoot, and resolve customer issues using existing documentation.
- Write new documentation to train AI support chat to make your job easier.
- Become friends with our customers.
- Escalate unresolved issues to senior team members.
- Find recurring issues and document them, suggesting product improvements.
- Contribute to internal and customer-facing training documentation.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
