Customer Support Engineer

About the Role

This is a Support Engineering role as part of the Support Strategy and Operations team  team is responsible for the entire self-service customer lifecycle, from top of funnel attraction to new customer conversions, growth, and retention. Mux offers email support to keep self-service customers happy and satisfied with Mux.

• Tackle 40—60 support tickets per week, working across a wide range of technical and product-related issues to help customers succeed with Mux.
• Contribute to and improve upon Mux’s collection of documentation pages and guides to enhance customer experiences.
• Collaborate closely with the rest of the self‑service team to improve Mux’s AI‑support workflows.
• Build out enhanced tooling, macros, and run books for customer support pipelines.
• Drive long‑term success for self‑service customers via hands‑on interaction through tickets and occasional video calls.
• Build a feedback loop between Support, Engineering, Sales, and Product to ensure that customers’ voices are properly amplified to other teams at Mux.

• You have 3+ years experience in an engineering or technical support role.
• You’re willing to tackle any and all challenges to ensure customer satisfaction, whether that involves digging deep into a customer’s code‑base or helping to reconcile a tricky bill.
• You’re proficient in communicating in a concise and technical manner, but also know when to add verbosity as the situation requires.
• You love problem‑solving and take pride in helping customers and debugging issues even when they’re tricky or ambiguous.
• You are comfortable writing code in at least one programming language (e.g., JavaScript, Go, Python, etc.) and you’re eager to deepen your technical skills over time.
• You have experience with AI tools, but you do not blindly trust their output and know how to validate it before relying on it.

• Flexible PTO + 11 company holidays
• Weekly no‑meeting days + quarterly focus weeks
• Healthy work‑life balance encouraged
• Competitive health, dental, and vision insurance
• Fully funded fertility benefits
• HSA available, compatible with high‑deductible plan only ($100 per single employee/month & $200 per family/month employer contribution)
• FSA available
• Short‑term and long‑term disability insurance
• Group life insurance
• Travel accident insurance
• Employee Assistance Program (EAP)
• Medical support concierge service
• 401(k)
• Paid parental leave
• Investment in career growth through professional development stipend
• Reimbursements for headphones, cell phones, device upgrades, and SVoD services of Mux customers
• Lunch reimbursement program

Mux is an Equal Opportunity employer committed to building a diverse company. We believe diversity makes us better, and we strive to be inclusive and equitable. That’s why we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.