Enterprise Support Engineer

📍 Locations: San Francisco (Hybrid), New York (Hybrid), or Remote (US)

We’re growing our Support team and are seeking a seasoned Enterprise Support Engineer with deep API expertise, strong technical judgment, and a proven track record of supporting complex customer environments. This role is designed for someone who knows how to navigate ambiguity, manage high-stakes situations, and communicate clearly with stakeholders ranging from developers to executives.

At ReadMe, Support is not simply reactive. Our Enterprise Support Engineers are trusted partners to our customers -- helping them maintain world-class developer documentation, optimize their integrations, and confidently scale their use of our platform. You look beyond individual tickets to understand systemic issues, advocate internally for customers, and proactively improve the overall customer experience.

We're a small team of humans (and one owl) working together to do big things — and that’s where you come in. In this role you’ll have a transformational impact on ReadMe across both the trajectory of the business and our thriving culture.

🦉 What we do

ReadMe helps more than 5,000 leading startups and tech companies build beautiful, personalized, and interactive developer hubs. If you’ve ever visited the developer docs for PagerDuty, Samsara, or Nvidia, you’ve used ReadMe!

We love what we do because it’s so much more than just documentation. We’re providing tools for teams to build a better developer experience and make their products and APIs easier to use. We’ve got great support from our investors at Accel who led our Series A, and our interview process reflects the open, caring, and whimsical culture we want to maintain as we scale.

✅ What you’ll do here

• Serve as a primary technical point of contact for enterprise customers.

• Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations).

• Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues.

• Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs.

• Identify patterns in support cases and proactively recommend product or process improvements.

• Draft clear, executive-ready communications during escalations or incident scenarios.

• File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate.

• Contribute to and elevate internal and external documentation.

💙 You’ll love this job if you…

• You have significant experience supporting enterprise or high-growth SaaS customers.

• You remain calm and structured during high-priority or time-sensitive situations.

• You can confidently say “no” or reset expectations while preserving trust.

• You communicate complex technical concepts clearly to both technical and non-technical audiences.

Technical Skills

• APIs and API debugging

• Swagger / OpenAPI specifications

• OAuth, SAML, and SSO authentication flows

• Git and CI/CD troubleshooting

• Front-end technologies (HTML, CSS, JavaScript)

• Markdown

• Chrome Developer Tools

• CLI environments

• npm packages and modern JavaScript ecosystems

• Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows - with strong judgment and verification

• Diagnosing performance, configuration, and integration issues

Support Skills

• You have a structured investigation and root-cause analysis process.

• You follow through on every issue and ensure closure.

• You identify recurring friction points and advocate for systemic improvements.

• You’re proactive, detail-oriented, and accountable.

• You understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level.

️ ⭐️ This role is a great fit if...

• You enjoy turning high-stakes or frustrated customers into long-term advocates.

• You can operate independently while collaborating cross-functionally.

• You want to help shape enterpr