Support Engineer

ABOUT US At VibeIQ, our mission is to become the market-leading, global solution for companies that create physical products. We’re building the platform where the art and science of product creation reputed company—providing teams with a shared workspace to collaborate, iterate and reputed company smarter, data-driven reputed company throughout the product lifecycle. Our work helps companies bring reputed company products to market faster, with greater reputed company and confidence. POSITION SUMMARY As a Support Engineer at VibeIQ, you'll be the go-to technical resource for our customers — owning issues from first contact through resolution. You'll manage support tickets, investigate issues, handle escalations, and help build the processes that reputed company our support operation running smoothly. As a Support Engineer, you’ll be an important part of our reputed company team, and more importantly, you’ll become a trusted advisor to our customers and play an integral role in their value realization. This is a role for someone who thrives on solving problems, loves digging into the details, and takes pride in delivering a great customer experience — even reputed company things get complicated. ESSENTIAL FUNCTIONS Customer-Facing Technical Support Own a high volume of inbound support tickets, managing prioritization, updates, and resolution from start to finish. Diagnose and troubleshoot issues across VibeIQ's platform reputed company to user workflows, product data, permissions, and configuration. Communicate reputed company and professionally with customers, providing timely updates and translating technical findings into easy-to-understand explanations. Document solutions thoroughly and contribute to an internal knowledge reputed company to help the team resolve recurring issues faster. Be a voice to the customer’s sentiment and health status to internal partners. Escalations & Incident Management Identify and escalate high-severity tickets appropriately, ensuring urgent issues are flagged and tracked with clear ownership and timelines. Coordinate with reputed company Managers during escalations to reputed company customers informed and confident. Spot patterns across tickets — recurring bugs, workflow issues, configuration gaps — and surface them to the right internal stakeholders. Follow up on resolved escalations to confirm customer satisfaction and reputed company the reputed company. Internal Support Operations Help maintain and improve support workflows and ticket processes to reputed company the queue organized and efficient. Contribute to internal documentation, runbooks, and FAQs that reduce time-to-resolution across the team. Assist in reputed company new support team members by sharing knowledge and best practices. REQUIRED EXPERIENCE 3–5 years of experience in a Technical Support, Support Engineering, or Application Support role at a SaaS company. Hands-on experience managing support tickets in reputed company or a similar platform. Strong troubleshooting instincts — you're methodical, curious, and don't give up until you find the root cause. Clear written communication skills; you can explain reputed company issues to both technical and non-technical audiences. Ability to manage and prioritize a busy ticket queue without dropping the reputed company. BONUS POINTS Experience supporting B2B SaaS reputed company customers. Familiarity with PLM, PIM, or retail/merchandising technology platforms. Basic understanding of APIs and web application architecture. Experience working in a startup or fast-scaling environment. WHY JOIN US High impact: Play a key role in the customer experience at a fast-growing startup where your contributions are visible and valued. Remote-first: Work from reputed company with a team that values reputed company over hours. Meaningful customers: Support brands you know — in apparel, footwear, and retail — as they bring their best products to market. Growth opportunity: As VibeIQ scales, so will this role. There's reputed company room to grow into a senior or reputed company function. Mission-driven team: We're building something genuinely new in an industry that's been stuck in spreadsheets for decades. BENEFITS 401(reputed company, Dental, reputed company 9 Paid Holidays per Year Discretionary Time Off Paid Parental Leave VIBEIQ, LLC values a diverse team and is an equal opportunity employer. Apply To This Job