Customer Support Engineer at TheyDo

Are you ready to help the world’s largest enterprises master their customer journeys? At TheyDo, we are on a mission to make journey management the most powerful business tool in the world. With $50M in funding from top-tier investors and a global, remote team, we are building a category-defining platform that helps industry leaders like Cisco and Ford turn scattered data into smarter decisions. If you want to shape the future of how companies operate, we invite you to join our journey.

What you bring

We are looking for a Customer Support Engineer to join our team on a full-time, remote basis. You will serve as the technical face of our company for North American customers, working closely with our engineering and QA teams to resolve issues and improve our product. This is a mid-level role requiring approximately 24 months of relevant experience. Your primary responsibilities will include:

• Managing the end-to-end lifecycle of bug reports, from initial triage and reproduction to final resolution.
• Providing technical enablement for customers, including SSO and SCIM setup, integration support, and workspace provisioning.
• Building and maintaining automated workflows using tools like Intercom, n8n, and AI-assisted development to ensure our support processes scale effectively.

Requirements

The ideal candidate is a proactive problem-solver with a strong automation instinct. You should have professional experience in a technical, customer-facing role such as support engineering or technical onboarding within a B2B SaaS environment. We require proficiency in SSO protocols like SAML, OIDC, and SCIM, along with the ability to communicate complex technical concepts clearly to non-technical users. You should be comfortable using AI as a daily partner to build utilities and streamline tasks. We value candidates who take ownership of their work, prioritize effectively without needing constant supervision, and possess a solid understanding of web fundamentals, including APIs and browser developer tools.

What we offer

We provide a competitive compensation package that includes pre-IPO equity, ensuring that you share in our collective success. Our benefits are designed to support your professional growth and personal well-being, no matter where you are located:

• Fully remote work environment with flexible hours.
• Comprehensive medical insurance and wellness programs.
• Unlimited vacation policy, including a minimum of 25 days of paid holiday plus a winter shutdown.
• Dedicated learning and development budget.
• Generous maternity and paternity leave policies.
• Home office or co-working space budget.
• Regular company retreats in locations like Spain, Portugal, and France.

How to Apply

If you are passionate about building scalable support systems and want to be part of a collaborative, customer-led team, we would love to hear from you. Please submit your application to join our remote team, and feel free to reach out if you require any adjustments to our interview process. We encourage individuals from all backgrounds to apply, as we believe our diverse team is our greatest strength.