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Job Description & How to Apply Below
Location:
Remote, India preferred. Requires daily overlap with EST business hours (9am–5pm EST).
Type:
Full-time
What This Role Actually Is
Comply Jet is a compliance automation platform. We help early-stage SaaS startups get SOC 2, HIPAA, and ISO 27001 without hiring a full compliance team.
We've scaled to hundreds of customers, and the technical side of support has outgrown what the engineering team can handle alongside building the product: integration failures, sync issues, API questions, and evidence-collection debugging. That work needs someone who can dig into logs and code directly, not just triage tickets.
This role owns every issue that requires understanding how the platform works under the hood. CSMs hand you the hard problems and trust you'll solve them, not just route them further.
This is a founding role for technical support. You'll build the debugging playbooks, the escalation process, and the technical documentation from scratch.
What You'll Own
Technical troubleshooting and debugging
Deep-dive customer-reported issues: reproduce the problem, pull and analyze production logs, and trace root cause across integrations and API calls
Read and interpret Comply Jet's codebase when logs alone don't explain the issue. That means tracing logic yourself, past the stack trace.
Tell apart user error, known limitation, and an actual bug, and back that judgment with evidence
Escalate confirmed bugs to engineering with logs, clear reproduction steps, and a root-cause hypothesis already attached
Release tracking and QA
Track every release: what shipped, what changed, what could break for existing customers
Test new releases before they ship. Verify fixes actually resolve the original bug reports.
Maintain a living map of the platform: integrations, data flows, known issues, common failure points
Technical support for CSMs
Be the technical escalation point for all CSMs. Join calls or threads the moment a customer question turns technical.
Translate engineering explanations into clear, customer-ready language CSMs can use directly
Arm CSMs with enough technical context that most questions never reach you or engineering at all
Customer-facing technical support
Own support queries (Hubspot, Slack, and email) that require real technical depth: integration failures, API errors, SSO issues, audit-evidence sync failures
Explain OAuth and API errors clearly to both engineers and non-technical customers
Documentation
Own the technical sections of the help center: integration troubleshooting guides, common error explanations, API references
Write internal runbooks for recurring issues so nobody debugs the same bug twice
Who We're Looking For
Must-haves:
2+ years in a technical, customer-facing role at a B2B SaaS company as a support engineer.
Can read code, not just API docs. Comfortable enough in at least one backend language or stack to trace through logic and understand what a log line means.
Experience analyzing production logs and using tools like Sentry, Datadog, or similar to debug live customer issues
Can read API docs and debug OAuth/SSO integration issues independently
Strong written English. Writes bug reports engineers can act on without asking follow-up questions.
Able to work core hours overlapping EST, roughly 9am–5pm EST. This role needs real-time overlap with engineering and CSMs.
Strong signals:
Experience at a developer-tools, Dev Ops, or security company. Comfortable talking shop with engineering teams.
You've filed or triaged bugs that engineers didn't send back for more information
Comfortable in a terminal. Can run a basic SQL query or has worked inside a real codebase before.
You genuinely enjoy debugging, more than triaging and routing
Not required:
Compliance or GRC background. We'll teach you the domain.
A prior software engineering role. You do need to read and reason about code yourself, not just describe it secondhand.
Your First 90 Days
Month 1:
Become the platform expert
Get full platform and codebase access. Complete every framework setup as if you were a real customer.
Shadow the engineering team on technical escalations, customer calls, and open tickets
Read every closed technical…
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