Product Support Engineer

Remote, SF, NYCfull timeRemote

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entry

$60k–$100k

H1B: no

Centralize Product Support Engineer at Centralize to own customer support channels and provide product feedback. Develop scalable support processes and collaborate with engineering to resolve issues.

Responsibilities

This is a unique opportunity to stand up the support function at Centralize from scratch. You'll own our customer support channels end to end, and the team will look to you for more than just fast, helpful responses. You'll also be a source of product feedback, roadmap input, and process ideas as we build support out for the first time.
Answer customer questions about the product, spanning a wide range of topics.
Write and update knowledge base content, including troubleshooting guides, feature explainers, and more.
Use Centralize every day, give feedback, and help influence the roadmap.
Work closely with engineering to fix bugs and troubleshoot issues.
Help develop a scalable support process.
Stay ahead of the curve and level up our processes with AI.
What we are looking for
2+ years of experience, ideally technical support, customer engineering, or a similar customer-facing technical role at a fast-growing SaaS or tech company.
Comfortable being the first point of contact for customers.
Technical enough to dig into logs and an unfamiliar codebase to help diagnose issues.
Exceptional written and verbal communication.

Qualification

Remote or hybrid in the United StatesHigh agencyOur Interview ProcessWe move fastRecruiter Screen (20 min)Hiring Manager Interview (30 min)Panel Interviews (30 min)Technical background and appetite

Required

Remote or hybrid in the United States.
Extremely strong written & verbal communication skills.
Comfortable regularly interacting with customers over chat and video.
Technical background and appetite is a big plus.
High agency, run-through-walls attitude.
Our Interview Process
We move fast, and we aim to complete this process in under two weeks. We're eager to fill this role with the right person, and we respect your time throughout.
Recruiter Screen (20 min): An introductory conversation diving into your experience and background.
Hiring Manager Interview (30 min): A closer look at your experience and further alignment on the role.
Live Support Exercise Interview (60 min): Walk through how you'd problem-solve a realistic customer support scenario in real time.
Panel Interviews (30 min): Cross-Functional Conversation with GTM & Engineering stakeholders.