Support Engineer (North America)

📋 Description

• • n8n is seeking a highly skilled and motivated Support Engineer to join our growing Tier 2 Support team, focusing on the North American market. This pivotal role is designed for individuals who thrive on solving complex technical challenges and acting as a crucial bridge between our customer-facing Product Support and our internal Engineering teams. You will be instrumental in ensuring that our Enterprise Standard customers receive deep technical expertise, specialized troubleshooting, and rapid resolution for their most intricate issues.
• • As a Support Engineer, your primary responsibility will be to manage and resolve escalated technical issues that go beyond the scope of Tier 1 support. This involves a deep dive into n8n’s ecosystem, meticulously investigating, reproducing, and resolving complex technical problems. You will collaborate closely with Enterprise Support to address issues impacting our high-value accounts, ensuring a seamless and positive customer experience.
• • A significant aspect of your role will involve proactive technical troubleshooting and fostering strong collaboration with our Engineering and Product teams. You will be the eyes and ears on the ground, reporting, triaging, and working hand-in-hand with these teams to identify root causes and implement effective solutions for product issues. Your insights will directly influence product development and improve overall system stability.
• • Beyond reactive problem-solving, you will play a key role in knowledge management and team enablement. This includes documenting intricate troubleshooting steps, developing comprehensive internal playbooks for recurring escalation scenarios, and enhancing our knowledge bases. A critical part of your contribution will be to empower our Tier 1 Product Support Engineers by providing them with superior documentation and enabling them to handle a wider range of issues independently. You will also serve as a technical mentor, sharing your expertise and guiding other support engineers.
• • Your impact will extend to improving the efficiency and effectiveness of our support operations. By suggesting workflow and tooling enhancements, you will help streamline resolution processes and reduce turnaround times. This role is an opportunity to shape the future of technical support at n8n, directly influencing how we scale our operations, enhance customer satisfaction, and empower our teams.
• • You will be joining a fast-paced, remote-first startup environment that is backed by world-class investors. At n8n, we foster a culture of autonomy, experimentation, and collaboration. This role offers clear career progression pathways, with opportunities to advance into Senior Support Manager or other leadership positions, providing both immediate impact and long-term professional growth.
• • We are looking for individuals who are passionate about technology, possess a strong problem-solving aptitude, and are eager to contribute to a rapidly evolving product. Your ability to communicate complex technical information clearly and concisely, both verbally and in writing, will be essential for success. You will be a key player in maintaining n8n’s reputation for excellent customer support and driving customer success.
• • This role is ideal for someone who enjoys digging deep into technical problems, building robust solutions, and contributing to a knowledge-sharing culture. You will have the opportunity to work with cutting-edge AI orchestration technology and contribute to a product that is transforming how businesses automate their workflows. Your work will directly impact the success of our Enterprise Standard customers and contribute to n8n's overall growth and market leadership.
• • We encourage all applicants, technical or not, to try out n8n and share a screenshot of their first workflow. This hands-on approach helps us understand your perspective and enthusiasm for our platform. The easiest place to start is at app.n8n.cloud/register.
• • Join us at a defining moment in our incredible journey and help us build the future of automation. Your contributions will be vital in scaling our technical support capabilities, improving the overall customer experience, and empowering our global user base.