Customer Support Engineer

📋 Description

• Tackle 40-60 support tickets/week across technical issues to help customers succeed with Mux.
• Contribute to documentation pages and guides to improve customer experiences.
• Collaborate with the self-service team to improve AI-support workflows.
• Build tooling, macros, and runbooks for customer support pipelines.
• Drive long-term success for self-service customers via tickets and video calls.
• Build a feedback loop between Support, Engineering, Sales, and Product to amplify customer voices.

🎯 Requirements

• 3+ years experience in an engineering or technical support role.
• Proficient in concise, technical communication; know when to be verbose.
• Comfortable digging into a customer's code-base and resolving tricky issues.
• Loves problem solving and helping customers even when ambiguous.
• Comfortable writing code in JavaScript, Go, or Python.
• Experience with AI tools and validating outputs before relying on them.

🎁 Benefits

• Office spaces in SF, NYC, and London.
• Flexible PTO + 11 holidays.
• Weekly no-meeting days + quarterly focus weeks.
• Health, dental, and vision insurance.
• 401(k) with employer contributions.
• Paid parental leave.