Support Engineer Columbia, MD

# Support Engineer

Location:

Columbia, MD

Employment type:

Full Time Compensation:
$50k - $75k Location Type:
On-site

Job Information Application## Overview Hooked is looking for a Support Engineer to be the technical voice behind our customer experience. You will work directly with customers to diagnose issues, ship fixes, and feed real-world signal back into our product roadmap.

This role sits at the intersection of customer success and engineering — equal parts problem-solving, communication, and technical depth.## What You'll Do
* Resolve customer issues end-to-end, from intake to root cause
* Reproduce, document, and triage bugs against the product backlog
* Write internal tooling and scripts to speed up debugging
* Build customer-facing knowledge base articles and playbooks
* Partner with engineering to drive recurring issues to resolution
* Surface trends in support data to product and design## What We're Looking For
* 2+ years in a technical support, solutions engineering, or customer-facing engineering role
* Comfortable reading code in a modern web stack (Type Script, React, Node)
* Strong written communication — clear, calm, and customer-empathetic
* Familiarity with HTTP, REST, SQL, and browser dev tools
* Experience with a ticketing/CRM system (Hooked, Zendesk, Intercom, etc.)## Nice to Have
* Experience supporting B2B SaaS products
* Background in telephony, VoIP, or contact-center software
* Comfort with Postgres, Redis, or AWS troubleshooting## Why This Role
* Direct impact on customer retention and product quality
* Cross-functional exposure to product, design, and engineering
* Clear path into product, engineering, or customer success leadership

Apply now
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