Support Engineer

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