Product Support Engineer

Feathr Inc.

Job Overview

Location

USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Product Support Engineer at Feathr Inc., you will play a critical role in ensuring the reliability and performance of the company’s SaaS marketing platform, which empowers over 1,300 nonprofits to build meaningful connections and grow their impact. This role bridges technical excellence with customer advocacy, requiring you to solve complex issues while translating them into clear, actionable insights for both internal teams and non-technical users.
• Your day-to-day responsibilities will include solving technical problems and documenting solutions with diagrams, collaborating cross-functionally to align technical fixes with business goals, providing real-time troubleshooting for customer escalations, becoming a subject-matter expert on Feathr’s product architecture and integrations, composing personalized, empathetic responses to diverse customer inquiries, developing and maintaining troubleshooting playbooks to improve team efficiency, and tackling high-visibility debugging scenarios that directly affect customer success and platform stability.
• You will join a mission-driven team at Feathr, a company dedicated to 'helping the helpers' by equipping nonprofits with powerful marketing tools. The culture is rooted in values like Practicality, Ambition, Candor, Trust, and Service, fostering an environment where transparency, ownership, and continuous learning are encouraged. You’ll work closely with both Support and Engineering teams under the guidance of the Director of Product, contributing to a collaborative, remote-first workplace that values autonomy and accountability.
• In this role, you will deepen your full-stack engineering expertise while gaining rare exposure to customer-facing technical support in a fast-growing SaaS environment. You’ll sharpen your ability to diagnose root causes under pressure, communicate technical concepts clearly to non-engineers, and influence product improvements through frontline insights—positioning yourself for growth into senior engineering, technical lead, or customer success architecture roles.

🎯 Requirements

• 3+ years of experience as a Fullstack, Frontend, or Backend Engineer
• 1+ years of prior experience providing technical support to customers for a web-based application in a dynamic startup environment
• Proficiency in Python or JavaScript frameworks such as React, Vue, or Angular
• Experience using Zendesk, Jira, or similar issue tracking tools
• Strong foundational knowledge of programming, modern CSS, and HTML
• Demonstrated ability to develop clear, concise technical documentation

🏖️ Benefits

• Fully remote position with flexible work schedule and option to work from headquarters in Gainesville, FL
• Comprehensive health benefits including 99% health insurance, full vision, and dental coverage
• Generous time off: paid vacation, sick time, extended summer and winter breaks, and parental leave
• Wellness reimbursement credit, home office stipend, and professional development budget
• Regular team hangouts and events to foster connection and culture

Skills & Technologies

Python

JavaScript

React

Vue.js

Angular

Remote

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Feathr Inc.

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About Feathr Inc.

Feathr is a Customer Data Platform (CDP) that empowers businesses to unify, understand, and activate their customer data. It provides a scalable solution for collecting data from various sources, building unified customer profiles, and segmenting audiences for targeted marketing campaigns. Feathr's platform enables marketers to gain deeper insights into customer behavior, personalize customer experiences across channels, and measure the impact of their marketing efforts. This helps organizations drive better engagement, increase conversions, and optimize their marketing ROI by leveraging a comprehensive view of their customers. The platform is designed for ease of use, allowing teams to activate data without extensive technical expertise.

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