Support Engineer

📋 Description

• • Own the customer experience from first ticket to final resolution. You will be the human face of Fieldguide for auditors, CISOs, and finance leaders who rely on our platform to eliminate up to 50 % of their manual work. Every interaction you have directly shapes how the market perceives trust and quality in global commerce.
• • Diagnose and resolve complex technical issues that span web applications, integrations, authentication flows, and data pipelines. You will use session-replay, browser dev-tools, Postman, SQL, and log forensics to pinpoint root causes and deliver fixes that unblock critical audits and regulatory deadlines.
• • Prioritize and manage a dynamic queue of high-impact tickets, balancing customer urgency with engineering realities. You will triage incoming requests, set clear expectations, and keep stakeholders updated in real time while never losing the human touch.
• • Configure customer environments to align with Fieldguide best-practice blueprints. This includes tenant-level settings, SSO mappings, custom fields, API endpoints, and user-role matrices that scale securely across global teams.
• • Create and curate Knowledge Base articles, runbooks, and video snippets that turn one-off fixes into repeatable self-service resources. Your writing will power AI-enabled support bots and reduce future ticket volume for the entire team.
• • Partner daily with Product, Engineering, and Customer Success in Slack threads and stand-ups. You will surface patterns from the field, advocate for customer needs, and influence the roadmap so that the next release prevents the pain you just solved.
• • Champion Fieldguide’s culture of Fearless, Fast, Lovable, Ownership, Win-win, and Inclusive. You will model these values in every customer interaction and internal collaboration, helping us scale a team where everyone can do their best work from anywhere.
• • Contribute to on-call rotations that protect revenue and reputation during critical audit periods. You will respond to Sev-1 incidents with calm precision, coordinate across time zones, and publish post-mortems that make the platform—and the team—stronger.
• • Mentor junior support teammates and share your specialist knowledge in monthly “lunch-and-learns.” Your growth mindset will compound the expertise of the entire organization and accelerate career paths for those around you.
• • Experiment with AI-enabled triage tools, macros, and automations that shrink resolution times without sacrificing quality. You will measure what matters, iterate quickly, and celebrate wins that free you to focus on the next hard problem.