Customer Support
Customer Support Engineer
Resolve technical issues for BrokerPro customers while acting as a reliable liaison between users, support workflows, and the engineering team.
Customer Support
On-site
Full-time
Decatur, AL
Overview
Role summary
We are seeking a talented Customer Support Engineer to join our team. In this role, you will troubleshoot customer issues, explain product behavior clearly, and serve as a technical bridge between users and the engineering team.
What you’ll do
You will help customers solve complex issues and provide high-signal feedback back to the product team.
-
Troubleshoot customer issues
- Diagnose technical problems related to BrokerPro workflows and identify the root cause of reported issues.
-
Guide users to solutions
- Support customers through phone, email, documentation, and practical workflow guidance.
-
Escalate and translate issues
- Escalate complex issues to engineering and communicate customer pain points with enough detail to drive action.
-
Improve support content
- Create and maintain technical documentation that helps users solve recurring problems faster.
Requirements
Requirements and skills
We are looking for a technically capable communicator who can solve problems calmly and represent the product well.
-
Product and systems knowledge
- Strong understanding of the product and the systems behind it, with the ability to diagnose problems accurately.
-
Troubleshooting ability
- Confidence in analyzing issues, isolating causes, and identifying a practical path to resolution.
-
Written and verbal communication
- Ability to explain technical concepts clearly to both customers and internal teams.
-
Customer-facing judgment
- A professional, helpful approach when handling difficult or time-sensitive support conversations.
-
Documentation discipline
- Experience creating guides, tutorials, or other knowledge-base content that helps users succeed.
Performance
What success looks like
Success in this role means resolving issues thoroughly, creating confidence with customers, and giving engineering high-quality information when product changes are needed. The strongest candidates improve both customer experience and internal feedback loops.
Technology
Our technology stack
- Ruby on Rails v7.1+
- Amazon Web Services: EC2, S3, RDS, CloudFront, CloudWatch
- Sentry
- EDI
- Sidekiq
- Ahoy
- Hugo
Photo of the BrokerPro team at TIA Conference in Phoenix.
You'll love working here.
We are always looking for amazing people to join us.
- Competitive Salaries fa-solid fa-circle-check --bos-color-on-surface --bos-color-on-surface-dark --bos-color-surface --bos-color-surface-dark
- Unlimited PTO fa-solid fa-circle-check --bos-color-on-surface --bos-color-on-surface-dark --bos-color-surface --bos-color-surface-dark
- Annual Retreats fa-solid fa-circle-check --bos-color-on-surface --bos-color-on-surface-dark --bos-color-surface --bos-color-surface-dark
- Retirement with Company Match fa-solid fa-circle-check --bos-color-on-surface --bos-color-on-surface-dark --bos-color-surface --bos-color-surface-dark
- Health Benefits fa-solid fa-circle-check --bos-color-on-surface --bos-color-on-surface-dark --bos-color-surface --bos-color-surface-dark
- A Great Work Environment fa-solid fa-circle-check --bos-color-on-surface --bos-color-on-surface-dark --bos-color-surface --bos-color-surface-dark
Ready to talk?
If this role matches your experience, apply now and we’ll review your background.