{"schemaVersion":"jobsearcher.job.v1","id":"ea4f332cf105ef835cd1cef3","url":"https://jobsearcher.com/jobs/ea4f332cf105ef835cd1cef3","canonicalUrl":"https://jobsearcher.com/jobs/ea4f332cf105ef835cd1cef3","title":"Support Engineer","description":"OverviewHooked is looking for a Support Engineer to be the technical voice behind our customer experience. You will work directly with customers to diagnose issues, ship fixes, and feed real-world signal back into our product roadmap.This role sits at the intersection of customer success and engineering — equal parts problem-solving, communication, and technical depth.What You'll DoResolve customer issues end-to-end, from intake to root causeReproduce, document, and triage bugs against the product backlogWrite internal tooling and scripts to speed up debuggingBuild customer-facing knowledge base articles and playbooksPartner with engineering to drive recurring issues to resolutionSurface trends in support data to product and designWhat We're Looking For2+ years in a technical support, solutions engineering, or customer-facing engineering roleComfortable reading code in a modern web stack (TypeScript, React, Node)Strong written communication — clear, calm, and customer-empatheticFamiliarity with HTTP, REST, SQL, and browser dev toolsExperience with a ticketing/CRM system (Hooked, Zendesk, Intercom, etc.)Nice to HaveExperience supporting B2B SaaS productsBackground in telephony, VoIP, or contact-center softwareComfort with Postgres, Redis, or AWS troubleshootingWhy This RoleDirect impact on customer retention and product qualityCross-functional exposure to product, design, and engineeringClear path into product, engineering, or customer success leadership","company":"Hookedcrm","rawCompany":"hookedcrm","city":"Columbia","state":"MD","isRemote":false,"isActive":false,"createdAt":"2026-04-12T19:57:47.301Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Support Engineer","description":"OverviewHooked is looking for a Support Engineer to be the technical voice behind our customer experience. You will work directly with customers to diagnose issues, ship fixes, and feed real-world signal back into our product roadmap.This role sits at the intersection of customer success and engineering — equal parts problem-solving, communication, and technical depth.What You'll DoResolve customer issues end-to-end, from intake to root causeReproduce, document, and triage bugs against the product backlogWrite internal tooling and scripts to speed up debuggingBuild customer-facing knowledge base articles and playbooksPartner with engineering to drive recurring issues to resolutionSurface trends in support data to product and designWhat We're Looking For2+ years in a technical support, solutions engineering, or customer-facing engineering roleComfortable reading code in a modern web stack (TypeScript, React, Node)Strong written communication — clear, calm, and customer-empatheticFamiliarity with HTTP, REST, SQL, and browser dev toolsExperience with a ticketing/CRM system (Hooked, Zendesk, Intercom, etc.)Nice to HaveExperience supporting B2B SaaS productsBackground in telephony, VoIP, or contact-center softwareComfort with Postgres, Redis, or AWS troubleshootingWhy This RoleDirect impact on customer retention and product qualityCross-functional exposure to product, design, and engineeringClear path into product, engineering, or customer success leadership","datePosted":"2026-04-12T19:57:47.301Z","dateModified":"2026-04-12T19:57:47.301Z","hiringOrganization":{"@type":"Organization","name":"Hookedcrm","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Columbia","addressRegion":"MD","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ea4f332cf105ef835cd1cef3"},"url":"https://jobsearcher.com/jobs/ea4f332cf105ef835cd1cef3"}}