WHAT YOU’LL BE DOING
In this role, you’ll serve as a frontline technical expert, helping customers navigate and troubleshoot a complex product. You’ll investigate issues by working directly in the codebase and across systems, using tools like Go, TypeScript, and SQL to identify root causes and deliver solutions. You’ll collaborate closely with Engineering, Customer Success, and Product to resolve issues, improve workflows, and advocate for customer needs. Your work will directly shape both the customer experience and the evolution of the product.
PRIMARY RESPONSIBILITIES
Own and drive customer issues to resolution end-to-end
Troubleshoot and resolve complex technical issues across the stack
Investigate application behavior using Go, TypeScript, and SQL
Analyze system architecture and code to identify root causes
Partner cross-functionally with Engineering, Customer Success, and Account teams
Support customers across the full lifecycle, including onboarding and ongoing usage
Communicate technical issues clearly to both technical and non-technical audiences
Create and maintain internal runbooks and customer-facing documentation
Surface customer feedback and insights to inform product improvements
DESIRED SKILLS & EXPERIENCE
2+ years in a technical support, solutions engineering, or software engineering role
2+ years in a customer-facing position
Ability to read and write code (Go, JavaScript/TypeScript preferred)
Experience troubleshooting across frontend and backend systems
Strong analytical and problem-solving skills with a self-service mindset
Clear and effective communicator across a range of audiences
Highly organized, able to manage multiple issues and priorities simultaneously
Customer-first mindset with strong empathy and ownership
Familiarity with databases & SQL
NICE TO HAVES
Familiarity with debugging production environments
Experience working with SQL and data-heavy systems
Background collaborating closely with Product and Engineering teams
Contributions to technical documentation, help centers, or knowledge bases
PERKS & BENEFITS
We take care of our team—here’s a peek at what you get when you join
Competitive pay + generous equity
Half-day Fridays, every Friday
16 weeks fully paid parental leave (eligible after 6 months; commission-based roles receive 100% base salary during leave)
Flexible PTO with a required 2-week minimum
Top-tier health, dental & vision (100% covered for you, 80% for dependents)
Intentional & engaging company offsites (past trips: Arizona, Jackson Hole, Nashville, New Orleans & more)
And more! Check out our careers page https://www.freshpaint.io/careers for the full list.
