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Technical Support Engineer at Fieldguide, Remote (United States)

As a Technical Support Engineer, you’ll remove roadblocks for customers encountering technical challenges across Fieldguide’s Auditing Platform. You’ll apply deep product expertise to diagnose and resolve issues, conduct hands-on technical work, and guide customers toward successful outcomes with Fieldguide.

What You’ll Do:

• Take end-to-end ownership of customer support cases, prioritizing effectively and delivering clear, actionable solutions over email and via screen shares.
• Investigate error messages and unexpected behavior, identifying root causes and sharing precise technical fixes that unblock customers.
• Perform configuration and environment tuning to align customer setups with platform best practices and client requirements.
• Build expertise in your SME domains, steadily deepening knowledge of advanced product capabilities.
• Employ technical utilities such as session replay, log review, browser developer tools, and API clients like Postman for deep-dive troubleshooting.
• Partner with Product and Support to create and maintain Knowledge Base content that benefits customers and supports AI enablement.
• Join daily standups to review active tickets, align on priorities, and collaborate on solutions with support teammates.
• Monitor and contribute to internal Slack threads, assisting cross-functional teams on complex issues and sharing insights from your SME areas.

If you’re excited about the mission and have strong adjacent experience, we’d still love to hear from you, even if you don’t meet 100% of the criteria above.

About You:

• 3+ year of experience in Technical Support, IT, or another technical discipline.
• High emotional intelligence, with strong judgment on customer urgency and a commitment to timely, empathetic, and accurate support.
• Demonstrated critical thinking skills for troubleshooting, diagnosing, and resolving customer-reported technical issues.
• Strong technical aptitude with the ability to rapidly learn complex products and evolving platform features.
• Excellent written and verbal communication, capable of explaining technical concepts to both technical and non-technical audiences.
• Collaborative mindset with experience partnering across Engineering, Product, Customer Success, and other teams.
• Proven multitasking, prioritization, and time management in fast-paced environments.

Nice-to-have experience:

None of these are required, but background in any of the following areas would be a bonus:

• Background in a B2B SaaS setting
• Highly self-motivated and autonomous, capable of managing priorities and driving customer outcomes while working independently for most of the day.
• Familiarity with ticketing tools such as Shortcut or JIRA for case management and escalations.
• Comfort with basic SQL queries, API debugging, or data integration concepts.
• Knowledge of auth standards and protocols such as OAuth, SAML, and SSO.
• Hands-on experience with AI-enabled support tools and automation.
• Experience with session replay or log analysis for debugging customer scenarios.
• Degree in a relevant field, for example Information Systems, Information Technology, Business, Accounting, Engineering, Communications, Technical Writing, or a related area.

More about Fieldguide:

Fieldguide is a values-based company. Our values are:

• Fearless – Inspire & break down seemingly impossible walls.
• Fast – Launch fast with excellence, iterate to perfection.
• Lovable – ​​Deliver happiness & 11 star experiences.
• Owners – Execute & run the business with ownership.
• Win-win – Create mutual value & earn trust for life.
• Inclusive – Scale the best ideas with inclusive teams.

Some of our benefits include: 

• Competitive compensation packages with meaningful ownership
• Flexible PTO
• 401k
• Wellness benefits, including a bundle of free therapy sessions
• Technology & Work from Home reimbursement
• Flexible work schedules