Technical Support Engineer

Intaker is a fast-growing, AI-native SaaS company that helps law firms capture and convert leads through chat widgets, AI agents, and CRM/workflow automation. We are looking for a Technical Support Engineer to be the first line of technical investigation for our customers; triaging reported issues, reproducing them, resolving what can be resolved, and escalating confirmed defects to engineering with evidence that lets them act immediately.

Location: Encino, CA (Hybrid: Onsite Monday - Thursday, remote on Fridays)

Employment Type: Full-time

• You are a methodical troubleshooter; you enjoy figuring out why something broke, not just making the symptom go away.
• You communicate clearly with both technical and non-technical people, in writing and on calls.
• You take ownership of a problem until it is resolved or handed off with everything the next person needs.
• You learn quickly and want to master a modern production SaaS stack.
• You stay patient and professional with frustrated customers.

• Languages & Frameworks: C#/.NET, Angular/Type Script, SQL

• Ticket Ownership: Triage, investigate, and resolve inbound customer tickets end to end; keep customers informed with clear, timely updates.
• Reproduce & Diagnose: Reproduce reported issues across the chat widget, AI agents, dashboard, and integrations; isolate root causes methodically.
• Data Investigation: Write SQL queries and search application logs to trace what actually happened.
• Escalation Quality: Escalate confirmed defects to engineering with reproduction steps, evidence, and customer impact; so engineers can act without re-investigating.
• Knowledge Base: Document meaningful resolutions in the support knowledge base so repeat issues resolve faster.
• AI-Assisted Work: Use AI tooling to accelerate investigation, drafting, and documentation.

• Bachelor's degree (Computer Science or a related technical field preferred), completed or expected before your start date.
• Strong troubleshooting and analytical skills: you isolate causes methodically instead of guessing.
• Hands-on experience with at least one programming language; C#, Angular/Type Script, and SQL are preferred.
• Ability to read and write basic SQL queries.
• Clear written and verbal communication; comfortable explaining technical topics in plain language to non-technical customers.
• Ability to work onsite at our Encino, CA office Monday through Thursday.

• Experience in a technical role (technical support, QA, IT, Dev Ops, or software development).
• Experience with Microsoft Azure, Kubernetes, SQL Server, or Elasticsearch.
• Familiarity with logging or monitoring tools (Grafana, Loki, or comparable).
• Experience with ticketing systems (Jira, Zendesk, or similar).
• Practical use of AI-assisted developer or support tooling.
• Customer-facing experience of any kind; prior exposure to CRM or legal-technology products.

• Customers receive fast, clear, professional responses and reliable follow-through.
• A growing share of issues is resolved at first touch, without escalation.
• Escalations arrive with reproduction steps and evidence, and engineering can act on them immediately.
• The knowledge base grows with every resolved ticket, and repeat issues get resolved faster each time.

• Base Salary: $65,000-$78,000 per year, based on experience and qualifications.
• Annual Bonus: Up to 15% of base salary, subject to performance.
• Healthcare: Medical, dental, and vision plan options.
• Retirement: 401(k) with an employer match of up to 4%.
• PTO: Flexible PTO and paid company holidays.
• AI-Enabled Workflow: access to AI subscriptions and modern tooling.
• Mentorship & Growth: a clear path toward senior support or software engineering roles.
• Collaborative Culture: work with people who value ownership and clarity.
• Team-building events.

Hybrid: onsite at our Encino, CA office Monday through Thursday, remote on Fridays. Occasional flexibility outside standard business hours may be needed for urgent customer issues.

Intaker is an equal-opportunity employer. Employment decisions are based on qualifications, merit, and business needs without discrimination based on any characteristic protected by applicable law.