Technical Support Engineer

Bolt powers frictionless experiences for retailers and customers at every step of the shopping journey—from login to checkout.Bolt is on a mission to democratize commerce. We relentlessly prioritize our retailers—putting their brands front and center while enabling frictionless shopping at any touchpoint in the customer journey. At the center of it all is our rapidly growing universal shopper network—Bolt merchants such as Revolve, Luisa via Roma, Benefit Cosmetics, Kendra Scott, Lucky Brand Jeans, and Johnny Was can access tens of millions of shoppers, offering them a best-in-class checkout.And revolutionizing ecommerce is only half of the equation—we’re also transforming the way we work. At Bolt, we have created a work environment where people learn to drive impact, take risks and make big bets, and grow from feedback, all while feeling welcomed and accepted for who they are. Come join us on the adventure today!Please note, this is a contract-to-hire opportunity with the option to convert to full-time after 3–6 months dependent on business needs. Compensation for this position will be paid on a monthly based on a yearly salary of $105000 USD ($8,750.00 USD/month).Bolt is looking for an L2 Technical Support Engineer to drive fast, accurate, and high-quality resolution of complex customer issues. Working in partnership with frontline Support, Engineering, Product, and Operations teams, you’ll own the investigation and resolution of escalated technical cases to ensure a reliable and seamless customer experience.Ideal candidates have the ability to understand technical complexity, take ownership, and practice accountability in each customer interaction. Deep curiosity and the ability to go above and beyond to tackle big problems are key!What You Will Be DoingServe as the primary escalation point for complex issues from frontline (L1) support, owning investigation through resolutionTroubleshoot technical problems across platform functionality, integrations, APIs, configurations, and system behaviorReproduce issues, analyze logs and transaction data, and determine root causePartner with Engineering and Product to document bugs, provide clear technical context, and track issues through resolutionCommunicate findings, timelines, and next steps to internal stakeholders and customer-facing teamsPrioritize and manage a queue of escalations to meet SLAs and business impact expectationsSupport incident response efforts, including triage, impact assessment, and post-incident follow-upIdentify patterns and recurring issues, recommending fixes, automation, or product improvements to reduce volume and frictionCreate and maintain internal knowledge articles, troubleshooting guides, and runbooks to enable L1 and improve resolution speedProvide technical guidance and training to frontline teams to increase deflection and confidenceParticipate in the rotating on-call schedule (approximately every 5 weeks)What Would Set You Up For Success2–5+ years in Technical Support, Support Engineering, or a similar customer-facing technical roleStrong analytical and troubleshooting skills, with the ability to break down complex system behavior into clear root causesYou’re comfortable reading application code during investigations and have a working knowledge of how software is written to support effective troubleshooting.Experience working with APIs (REST), webhooks, and tools such as Postman, curl, or browser developer toolsAbility to interpret logs, system data, and technical signals to drive accurate diagnosisClear written communication that translates technical findings into actionable, concise updates for both technical and non-technical audiencesExperience working in a ticketing or case management system (e.g., DevRev, Zendesk, Jira) with strong ownership and follow-throughComfortable working cross-functionally with Engineering, Product, and Operations in a fast-paced environmentStrong prioritization and time management skills when handling multiple high-impact issuesA continuous improvement mindset, with a focus on reducing repeat issues through documentation, process changes, or product feedbackCustomer-focused judgment that balances technical accuracy, urgency, and business impactCheck out our Engineering Blog!Benefits Upon Successful Conversion to Full Time Employee:Comprehensive health coverage: Medical, dental and visionRemote-first workplaceTime away: Minimum of 20 days guaranteed PTO, paid holidays + floating holidays, your birthday off!Paid parental leaveCompetitive PayRetirement plansVirtual and in-person team & company eventsIn addition to our core values, Bolt is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and expression, genetic information, pregnancy and related conditions, veteran status or any other reason prohibited by law. On our mission to democratize commerce, the Bolt platform levels the playing field for everyone. As a company, we are committed to designing products, building a culture, and supporting a team that reflects the diverse population we serve (that is, everyone). 2–5+ years in technical support or a similar customer-facing technical role. Strong analytical and troubleshooting skills, ability to read application code, and experience with APIs, webhooks, and tools like Postman or curl. Must be comfortable interpreting logs, managing tickets, and communicating technical findings clearly. Ability to work cross-functionally and prioritize multiple issues in a fast-paced environment. Comprehensive health coverage, remote-first workplace, minimum 20 days PTO plus holidays and birthday off, paid parental leave, competitive pay, retirement plans, and team/company events upon conversion to full-time.