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About the Role
As a Technical Support Engineer, you will provide high-quality support to customers and prospects, troubleshoot technical issues, and assist with integrating Merge into customer products. You will collaborate with engineering and platform teams to debug issues, resolve bugs, and prioritize customer requests. This role has high value and direct impact on Merge's product offerings, with increased internal and external visibility.
Responsibilities
- Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings.
- Troubleshoot technical issues and drive creative solutions to customers in a timely manner.
- Contribute to establishing and maintaining the integration of Merge into our customers’ product.
- Partner with Engineering, Product and Customer Success teams to resolve incidents and advocate for feature requests.
- Create and maintain help center guides, runbooks, and internal notes to strengthen our knowledge base.
- Help lay the foundation for a successful and rapidly growing support engineering team!
- Take part in an overnight on-call rotation for critical incidents about once every six weeks.
Requirements
- 2+ years of experience in technical support, customer facing engineering, or solutions engineering roles.
- Computer science background or other technical/quantitative orientation.
- Excellent verbal and written communication skills.
- Strong work ethic, a customer-first mindset, goal-oriented approach, and great attention to detail.
- Strong problem-solving skills; experience with scripting for debugging and one-off analyses is a plus.
- Prior startup experience is a plus.
Skills
- APIs
- Problem-solving
- Communication
- Customer service
- Scripting for debugging
- Scripting for one-off analyses
Work Type
- full-time
Experience Level
- 2+ years
Education Level
- Computer science background
Salary/Compensations
- $115,000 - $130,000
Benefits
- Unlimited PTO + 10 company holidays
- Quality health, vision, and dental insurance
- 401K Plan
- $200 one-time home office stipend
- Free dinner when working past 7pm
- Annual company offsites and quarterly team events
About the Company
- Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies.
- Our platform offers two core products: Merge for Product, and Merge for Workforce.
- Merge for Product enables teams to ship AI features and integrations at massive scale.
- Merge for Workforce helps engineering teams govern AI access at the company level.
- Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance.
- Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.