Technical Support Engineer - Remote Eligible

Technical Support Engineer

Qualified is the Agentic Marketing Platform for B2B companies. With Piper the AI SDR Agent, Qualified offers a whole new way to grow inbound pipeline. Piper operates across both the website and email, working to engage website visitors, capture leads, and convert buyers into pipeline around the clock. Hundreds of the world's leading brands—including Crunchbase, Asana, Box, and Grubhub—choose Qualified to increase lead conversions, generate more meetings, and improve efficiency within their inbound pipeline motion.

We are seeking a highly skilled, proactive Technical Support Engineer to join our dynamic Support team. This pivotal role blends deep technical expertise with a passion for customer success, tackling complex escalated issues, and significantly improving product reliability and user experience. Beyond traditional support, you'll innovate by designing and building AI agents and writing code using our proprietary AI framework to revolutionize customer support. If you thrive on problem-solving, enjoy coding, and are excited by integrating cutting-edge AI, this role is for you.

What You'll Do

• Solve Complex Technical Challenges: Act as a primary escalation point for intricate technical support cases, providing in-depth diagnostics and effective resolutions to ensure customer satisfaction.
• Collaborate Cross-Functionally: Work closely with our Quality Assurance, Engineering, and Product teams to identify root causes, troubleshoot system-wide issues, and influence product improvements.
• Develop AI-Powered Solutions: Design, develop, and deploy AI agents and conversational interfaces to automate support queries, enhance self-service capabilities, and streamline internal workflows.
• Code on our AI Framework: Write clean, efficient, and well-documented code using our internal AI framework to build, integrate, and optimize AI-driven tools that scale our support operations.
• Build & Maintain Internal Tools: Develop and enhance custom scripts and applications to improve the efficiency, automation, and reporting capabilities of our Support and Customer teams.
• Elevate Team Expertise: Provide technical guidance, mentorship, and training to junior support engineers, fostering a culture of continuous learning and excellence.
• Drive Proactive Improvements: Monitor and analyze support metrics, customer feedback, and AI agent performance to identify trends, pinpoint areas for improvement, and implement preventative measures.
• Document & Knowledge Share: Create and maintain comprehensive documentation for support processes, technical solutions, and AI agent configurations, ensuring accessible knowledge for the entire team and customers.
• Champion Customer Success: Communicate technical information clearly and empathetically to customers, ensuring their needs are met and providing an exceptional service experience.

Qualifications

• Experience: 3+ years of progressive experience in a technical support, DevOps, or software engineering role, preferably in a SaaS environment.
• Technical Proficiency: Strong hands-on experience with:
• Ruby on Rails for backend development.
• PostgreSQL for database management and querying.
• React.js for building intuitive user interfaces.
• AWS cloud services.
• AI/ML Acumen:
• Familiarity with AI/ML concepts, natural language processing (NLP), or prompt engineering.
• Proven ability to write code for automation and integrate with AI services/frameworks.
• Experience in training, deploying, or managing AI models is a strong plus.
• Problem-Solving: Exceptional analytical and problem-solving skills, with a keen attention to detail and a methodical approach to debugging complex systems.
• Communication: Excellent written and verbal communication skills, capable of conveying complex technical information to both technical and non-technical audiences.
• Collaboration: Ability to thrive in a fast-paced, collaborative team environment, managing multiple priorities effectively.
• Tooling: Experience with support ticketing systems Salesforce Service Cloud.

Qualified is the Agentic Marketing platform for B2B companies around the world. Headquartered in San Francisco, Qualified delivers pipeline generation at scale with Piper the AI SDR for thousands of customers like Crunchbase, Demandbase, Greenhouse, Plaid, and Suse. Led by former Salesforce CMO Kraig Swensrud and former Salesforce Product SVP Sean Whiteley, Qualified boasts 1100+ 5-star reviews on G2 and is ranked #1 on the Salesforce AppExchange. Qualified is funded by Sapphire, Tiger Global, Norwest Venture Partners, Redpoint Ventures, and Salesforce Ventures.

One Team

We're all in this together with a shared goal: grow the business and each other. Work as a team, win as a team. Collaborate and strategize across departments to deliver A+ work. We are bold thought leaders that value creating a sense of belonging for all and celebrating our wins, big or small.

Customer Obsessed

Prioritize the customer above everything else. Build a product that our customers love. Establish ourselves as their trusted advisor and do "Whatever it takes" to make them successful. Prove the ROI. Only when our customers win do we win.

Think Big & Move Fast

We're defining a new category and we have fierce competition. Fast-paced innovation is the name of the game. We look forward. We reimagine. We throw out new ideas. We test things. We move quickly. We challenge the norm. We don't settle for status quo.

On the heels of their Series C financing, Qualified is looking to grow the team so that they can do even more, even faster; they're focused on delivering our customers more innovation, additional services, an expanded product portfolio, and even deeper ties into the Salesforce CRM platform. Qualified is looking for folks that are fired up about joining a fast-paced, fast-growing company that is doing big things.

Diversity & Inclusion

Qualified is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.