Technical Support Engineer

4 days ago

New York, New York, United States Merge API Full time $110,000 - $134,000

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 Unified, which enables businesses to add hundreds of integrations to their products with a single API, and Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools. 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.

Technical Support Engineer at Merge
As a Technical Support Engineer, you will be responsible for providing high-quality support to our customers and prospects, including troubleshooting technical issues and assisting with integrating Merge into our customers' products. You'll work closely with engineering and platform teams to debug issues, squash bugs, and prioritize customer requests. The ideal candidate will have a strong technical background with experience with APIs, excellent problem-solving, communication, and customer service skills. Your work as a Technical Support Engineer will be of high value and have a direct impact on the bottom line of Merge's product offerings to our customers, with increased levels of internal and external visibility.


What you will do:

  • Provide technical support to customers via online chat, email and Slack
  • Troubleshoot technical issues and provide solutions to customers in a timely manner
  • Assist with the integration of Merge into our customers' product
  • Collaborate with other teams, including engineering and platform, to identify and resolve customer issues
  • Create and maintain help center guides and documentation
  • Create the foundation for a successful and rapidly growing support engineering team

The ideal candidate will have

  • 3+ years of experience working in technical support, customer facing engineering roles, or solutions engineering roles
  • Computer science background or other technical/quantitative orientation
  • Strong verbal and written communication skills
  • Strong problem-solving skills
  • Strong work ethic, goal-oriented, and great attention to detail
  • Prior startup experience is a plus 
Compensation
  • The cash compensation range for this role is $110,000- $134,000
  • Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and certifications. In addition to cash compensation, all full time employees receive an equity compensation package.

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. Past locations have included: Nashville, Sonoma, and the Hudson Valley

Merge is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.

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