Customer Support Engineer

We are expanding our Customer Support Engineering squad with a key hire who will be essential in driving the accessibility success of our enterprise partners.

In this role, you'll engage directly with customers to untangle deep technical challenges within our tools and adjacent tech stacks. You will take ownership of your ticket queue-reproducing complex issues, documenting bugs, and implementing creative workarounds-while also monitoring self-service channels and building out our internal knowledge base. This is your opportunity to collaborate with Product, Engineering, and Sales to shape our roadmap and ensure our users thrive.

You'll be part of a highly skilled, innovative group of support experts and technical account managers who are truly motivated by our mission and the fast-paced nature of the accessibility domain.

Your Impact

Provide expert technical support to our enterprise customers, resolving complex issues and ensuring smooth implementation of our accessibility tools via tickets and occasional meetings.
Manage a personal queue of support tickets, prioritizing by urgency and business impact.
Reproduce customer issues, devise and implement workarounds, and file well-documented bugs.
Educate and empower customers by creating code and framework examples and documentation.
Collaborate with Engineering and Product to escalate bugs and customer-requested feature enhancements.
Contribute to internal knowledge bases and processes, streamlining support workflows and improving team efficiency.