Support Engineer

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.

• 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

• 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.)

• Experience supporting B2B SaaS products
• Background in telephony, VoIP, or contact-center software
• Comfort with Postgres, Redis, or AWS troubleshooting

• 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