Senior Support Engineer | Remote | North America

📋 Description

• • As a Senior Support Engineer at n8n, you will be instrumental in ensuring our diverse user base, ranging from enterprise clients to individual community members, receives an exceptional, best-in-class support experience. This role is pivotal in maintaining user satisfaction and driving the success of our open workflow orchestration platform.
• • You will be the frontline for resolving complex technical challenges, acting as a crucial bridge between our users and our product development teams. Your ability to diagnose, troubleshoot, and provide clear, actionable solutions will directly impact user adoption and retention.
• • A significant part of your role will involve deep dives into user-reported issues, meticulously investigating and reproducing intricate technical problems across the entire n8n ecosystem. This requires a systematic and analytical approach to problem-solving.
• • You will collaborate closely with our Engineering and Product teams, providing essential feedback from the front lines. This includes escalating critical issues, participating in triage processes, and working collaboratively towards swift and effective resolutions, thereby influencing product improvements.
• • A key responsibility will be the creation and maintenance of comprehensive support resources. This includes developing and updating documentation, crafting detailed FAQs, and contributing to our knowledge base to empower users and internal teams with readily accessible information.
• • By identifying recurring issues and patterns in user inquiries, you will proactively propose and advocate for improvements to product reliability and overall user experience. Your insights will be invaluable in shaping the future development of n8n.
• • You will actively engage with and contribute to the vibrant n8n community, sharing your expertise by answering questions, providing guidance, and promoting best practices for workflow automation.
• • Developing and documenting troubleshooting workflows and building internal playbooks will be essential for scaling our support operations and ensuring consistent, high-quality support delivery across the team.
• • You will play a role in enhancing our support infrastructure by identifying opportunities to improve support tooling and increase overall resolution efficiency, making the support process smoother and faster for both users and the support team.
• • This role offers the opportunity to develop profound expertise in the rapidly evolving low-code and AI automation landscape, while simultaneously helping to define and refine how n8n delivers world-class technical support.
• • For those stepping into the Senior Support Engineer (IC3) level, there is an expectation of deeper experience in resolving complex production issues and a proven track record of contributing to the scaling of support systems.
• • This includes a strong command of debugging intricate production environments, a deep understanding of workflow automation principles, APIs, and integrations, and a robust knowledge of Node.js environments and containerized deployments.
• • Senior engineers will also demonstrate experience in close collaboration with engineering teams on challenging technical problems and possess the ability to identify systemic issues, driving tangible improvements in product reliability and support processes.
• • The role demands excellent written and verbal communication skills to effectively interact with users and internal stakeholders, as well as a genuine passion for assisting users and enhancing product usability.
• • You will be expected to leverage your technical acumen to understand user needs, translate complex technical concepts into understandable explanations, and provide empathetic and effective support.
• • This position is ideal for an individual who thrives in a dynamic, fast-paced environment, enjoys tackling challenging technical puzzles, and is motivated by the prospect of contributing to a rapidly growing, innovative company in the AI and automation space.
• • You will be a key player in shaping the user journey and ensuring that n8n remains a trusted and powerful tool for automation enthusiasts worldwide.
• • The ability to work independently and manage your time effectively in a remote setting is crucial, as is a proactive approach to learning and staying updated with the latest advancements in automation and AI technologies.
• • Your contributions will directly impact the success and growth of n8n, solidifying its position as a leader in the workflow orchestration market.