theory8labs
All open roles

Technical Support Engineer

Customer SuccessRemote (US)Full-time$75,000 – $100,000Posted Nov 5, 2026

Overview

You will handle technical escalations and be the link between customers and engineering. The role is fully remote within the US, working through the ticket queue, logs, and screen shares, with coverage hours agreed across the team.

What you will do

  • Diagnose and resolve escalated customer issues.
  • Reproduce bugs and write clear reports for engineering.
  • Write help articles for repeated questions.
  • Track common problems and flag them to the product team.

What you bring

  • 2+ years in technical support for a SaaS or API product.
  • Able to read logs, use SQL, and test REST APIs.
  • Patient, precise written communication with customers.
  • Bonus: scripting experience in Python or JavaScript.