Technical Support Engineer

Role: Technical Support Engineer

Description: As a Technical Support Engineer, you’ll play a pivotal role on our engineering team, acting as a technical leader and subject matter expert in both customer support and product stability. You are a tenacious problem-solver with deep technical acumen, a proactive mindset, and a passion for delivering exceptional customer outcomes. Your work will drive improvements to product reliability and customer satisfaction, while mentoring junior engineers and contributing strategically to our support engineering processes. This role provides an opportunity to deeply influence the technical health of our systems and expand into higher-level engineering or leadership roles.

Compensation: $65,000 - $75,000 USD

What you'll do

• Serve as the primary escalation point for complex Tier 3 technical support cases related to our Salesforce and web-based solutions.
• Perform in-depth root cause analysis through log review, code debugging, production environment replication, and cross-functional troubleshooting.
• Collaborate as liaison between front-line Support, Engineering, Product, and other internal teams.
• Identify systemic issues and drive initiatives to prevent recurring problems, including contributing bug fixes or code improvements.
• Prioritize your own workload effectively with foresight and attention to detail.
• Provide feedback to leadership based on customer experiences, pain points, and issue trends to improve product quality.
• Meet or exceed triage expectations as defined by leadership.
• Provide technical mentorship to Support Software Engineers and assist in onboarding new team members.
• Lead post-mortem efforts and ensure appropriate lessons learned are shared and implemented.

What we look for

• 3+ years of experience with customer technical support or software engineering role, with at least 1 year handling escalated or complex technical cases.
• Experience with Atlassian products for issue tracking and collaboration, including Jira and Confluence.
• Proven ability to read and debug enterprise codebases in Apex, JavaScript, Node.js, Angular, or similar web development stacks.
• Understanding of Salesforce platform architecture, APIs, and common patterns of development and deployment.
• Experience debugging distributed systems and web applications, including backend services, frontend issues, and API integrations.
• Technically proficient with an aptitude for learning new technologies quickly.
• Prioritizes and plans in a productive manner.
• Enjoys interacting with customers and working across teams.
• Excellent problem-solving and analytical skills, with a proactive approach to identifying and resolving complex software issues.
• Outstanding oral and written communication skills, including the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong time management, prioritization, and organizational skills with a proven track record in remote work environments.
• Direct experience deploying and maintaining Salesforce applications, especially on Lightning Platform using Apex, LWC, or integrations via REST/SOAP APIs.
• Salesforce Developer Certifications, such as Platform Developer I/II, JavaScript Developer I, or AI Associate/Specialist.
• Experience contributing directly to codebases and fixing production-level issues.
• Salesforce Certifications, with a preference for Developer-related certifications (AI Specialist, JavaScript, Platform App Builder, or Platform Developer)

What we offer

• An incredible team of smart and supportive people
• A deep feeling of satisfaction and completion
• Fully remote global team working from home
• Stock options for every employee
• Flexible work week
• $400 office stipend
• Maternity/Paternity leave
• Student loan debt assistance
• Pledge 1% - time off during the year for helping nonprofits
• Health insurance contribution (if in the US)
• Children's 529 college fund assistance (if in the US)

About Blackthorn

We have four native apps on the Salesforce AppExchange for managing Events, collecting Payments, sending Messages, and protecting Data. We’re a growing, distributed team with teammates in countries across the world. We move fast and have a significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1-person companies to Fortune 500s.

Why is our work important

Our apps continue to be easy to use and setup, due to continuous refinements with our UX. Most apps in our space take weeks to implement; ours take hours, and they work more flexibly, achieving significantly more functionality than our competitors. We believe enterprise apps should be as easy to use as consumer mobile apps.

What the job will bring you

A deep level of satisfaction through ownership of your role. You'll get more autonomy than at other companies (our team has told us). Connection. Our team is tightly knit, assisted through our annual company trip (as we're remote). Challenge. We're trying to move as quick as possible. This is not for you if you want to sit back and chill. As Ray Dalio says about life: "Meaningful work and meaningful relationships" provide meaning to life. We aim to bring this.

While we are a Remote first culture we are currently only able to accept applicants in AZ, CA, CO, FL, GA, IL, KY, MD, MI, MN, MO, MT, NC, NH, NJ, NY, OH, PA, SC, SD, TX, VA, WA, and WI