Role details
Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies.
Our platform offers three core products: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools, and Merge Gateway, the control plane for running AI in production.
- Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance.
- Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.
Technical Support Engineer at Merge
- As a Technical Support Engineer, you will be responsible for providing high-quality support to our customers and prospects, including troubleshooting technical issues and assisting with integrating Merge into our customers' products.
- You'll work closely with engineering and platform teams to debug issues, squash bugs, and prioritize customer requests.
- The ideal candidate will have a strong technical background with experience with APIs, excellent problem-solving, communication, and customer service skills.
- Your work as a Technical Support Engineer will be of high value and have a direct impact on the bottom line of Merge's product offerings to our customers, with increased levels of internal and external visibility.
What you will do
- Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings.
- Troubleshoot technical issues and drive creative solutions to customers in a timely manner.
- Contribute to establishing and maintaining the integration of Merge into our customers' product
- Partner with Engineering, Product and Customer Success teams to resolve incidents and advocate for feature requests.
- Create and maintain help center guides, runbooks, and internal notes to strengthen our knowledge base.
- Help lay the foundation for a successful and rapidly growing support engineering team!
- Take part in an overnight on-call rotation for critical incidents about once every six weeks.
The ideal candidate will have
- 2+ years of experience in technical support, customer facing engineering, or solutions engineering roles.
- Computer science background or other technical/quantitative orientation.
- Excellent verbal and written communication skills.
- Strong work ethic, a customer-first mindset, goal-oriented approach, and great attention to detail
- Strong problem-solving skills; experience with scripting for debugging and one-off analyses is a plus.
- Prior startup experience is a plus
Compensation
- The cash compensation range for this role is $115,000 - $130,000
- Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and certifications. In addition to cash compensation, all full time employees receive an equity compensation package.
Benefits
- Unlimited PTO + 10 company holidays
- Quality health, vision, and dental insurance
- 401K Plan
- $200 one-time home office stipend
- Free dinner when working past 7pm
- Annual company offsites and quarterly team events. Past locations have included: Nashville, Sonoma, and the Hudson Valley