Customer Support Engineer

Licensed sponsor Remote Posted 4 hours ago

Job Title: Customer Support Engineer

Location: Remote

Hiring Manager: TBC

Salary: Competitive + Equity

Revenue Goal: TBC

The Mission

We're looking for a Customer Support Engineer to be the technical bridge between our customers and our product team.

This is a role that blends technical expertise with customer empathy. You'll help customers get the most out of mytender, troubleshoot complex issues, and ensure feedback flows back to the product team to drive improvements.

You'll be a key voice in shaping the customer experience and will directly impact retention and satisfaction metrics.

What you will own

You'll own the technical support experience - from first response to resolution, and the feedback loop that drives product improvement.

Success means

Customers get fast, accurate, and empathetic support
Complex technical issues are resolved efficiently with minimal escalation
Customer feedback is systematically captured and influences the product roadmap
Support processes are documented, repeatable, and continuously improved

Who You Are

2-4 years of experience in technical support, customer success engineering, or a similar role in B2B SaaS
Strong technical aptitude - comfortable with APIs, web technologies, and debugging
Excellent written and verbal communication skills with a customer-first mindset
Experience with support tools (Zendesk, Intercom, or similar)
Analytical and detail-oriented - you dig into root causes, not just symptoms
Startup-ready - you're comfortable wearing multiple hats and building processes from scratch

The Role

Deliver Exceptional Support

Be the first line of technical support for our customers. Diagnose issues, provide clear solutions, and ensure every interaction leaves customers feeling supported and valued.

Bridge Product and Customers

Translate customer pain points into actionable product insights. Work closely with engineering and product to prioritise fixes and improvements that matter most.

Build the Knowledge Base

Create and maintain documentation, FAQs, and guides that help customers self-serve. Reduce ticket volume by making information accessible and clear.

Scale Support Processes

Design and refine support workflows, escalation paths, and SLAs. Build the foundation for a support function that scales with our growing customer base.

Why mytender.io?

We are intentional about our team. We believe a small, exceptional team working with extreme focus will always outperform a large, bloated organisation.
Autonomy: We hire people who want ownership, and then we actually give it to them.
Velocity: You will be fast-tracked into senior responsibilities far earlier than at a traditional company.

Growth: The opportunity to work on the hardest problems in AI, developing your skillset the most and be part of a special journey with a fun team that love working together.

Technical SupportTroubleshootingCustomer SuccessProduct Knowledge