Rockefeller Philanthropy Advisors is hiring a Technical Support Engineer to join a fast-paced, AI-driven company transforming how teams access and share knowledge. In this role, you'll be at the forefront of customer success, troubleshooting issues, optimizing integrations, and driving exceptional user experiences.
What You'll Do
- Deliver responsive and high-quality support to global customers, aligned with U.S. East or West business hours.
- Troubleshoot and resolve technical issues across integrations, systems, and end-user platforms, ensuring all SLAs are met or exceeded.
- Guide customers through onboarding new data sources and product features to maximize their platform experience.
- Monitor system health via metrics and dashboards, create remediation plans, and communicate progress with stakeholders.
- Coordinate resolution of alerts and change requests with customer admins and internal teams.
- Draft and contribute to external help articles and internal runbooks to support scalable knowledge sharing.
- Conduct root cause analyses and prepare post-incident documentation for high-impact issues.
- Collaborate with cross-functional teams to recommend product and process improvements based on support trends.
What We're Looking For
- 3+ years of industry experience with a Bachelor's degree or 1+ year with a Master’s.
- Background in technical support, customer success, or professional services, ideally within SaaS or enterprise search platforms.
- Hands-on experience with integrations across SaaS ecosystems and cloud platforms such as AWS, GCP, or Azure.
- Strong communication and project management skills; ability to present professionally to both customers and internal teams.
- Highly organized, detail-oriented, and data-driven with a proactive mindset.
- Proven ability to diagnose and resolve technical problems across a full stack: networking, systems, storage, applications, and end-user environments.
- Fluency in English required.
Nice to Have
- Additional languages are a plus.
- Experience with customer-centric documentation and support tooling is a bonus.
Technical Stack
- SaaS ecosystems
- AWS, GCP, Azure
Team & Environment
You'll be part of a passionate support team collaborating across engineering, product, and field teams.
Benefits & Compensation
- Comprehensive medical, dental, and vision insurance plans
- Generous paid time off and holiday policy
- 401(k) contribution program
- Home office setup stipend
- Annual education and wellness stipends
- Inclusive company culture with regular events and virtual engagement
- Daily healthy lunch options (if applicable based on location)
- Competitive salary based on location, experience, and seniority level + eligibility for equity
Work Mode
This is a remote position open to candidates in the United States.
Rockefeller Philanthropy Advisors is an equal opportunity employer.
