Salary Range: 85000 to 130000 (Currency: USD) (Pay period: per-year-salary)

What You’ll Do

• Technical Issue Resolution:
• Triage, diagnose, and replicate complex technical issues reported by customers.
• Work directly with customers to understand their technical challenges, guiding them through troubleshooting and resolution processes.
• Collaborate with customers to replicate issues in a controlled environment, providing clear explanations and updates throughout the process.
• Partner with the Engineering team to identify, prioritize, and resolve software bugs and system issues.
• Document findings and resolutions in our internal knowledge base, contributing to the continuous improvement of our support processes.


• Customer Interaction & Support:
• Act as a technical advisor for customers, providing hands-on support and guidance to ensure they can fully leverage the Paragon platform.
• Assist customers in implementing best practices for system integration, troubleshooting, and workflow optimization.
• Build strong relationships with customers by providing clear, empathetic communication and timely solutions to their technical problems.


• Cross-Functional Collaboration:
• Collaborate with Engineering to ensure efficient escalation and resolution of complex cases.
• Provide insights to the Product team based on recurring technical challenges to help shape future product improvements.
• Participate in post-mortem discussions to identify root causes and propose long-term solutions.


• Process and Documentation Improvement:
• Develop and enhance technical documentation, including troubleshooting guides and FAQs.
• Contribute to refining internal processes and tools to streamline the issue resolution workflow.
• Assist in training and mentoring the Support team on technical best practices.

Who You Are

• 3+ years of experience in a technical support or engineering role within a B2B SaaS environment, with a strong focus on debugging and troubleshooting.
• Solid technical skills, including 2+ years of experience with programming (preferably JavaScript), APIs, and system architecture.
• Experience with log analysis, monitoring tools, and cloud environments.
• Exceptional problem-solving abilities and attention to detail.
• Strong communication skills, capable of documenting complex technical issues clearly and concisely, and interacting effectively with customers.

We’ll Provide

• Comprehensive Benefits: Competitive health, dental, and vision insurance to keep you covered.
• Unlimited PTO: We believe in work-life balance and offer unlimited paid time off for personal well-being.
• Dog-Friendly Office: Work in a beautiful, pet-friendly space in West LA.
• Remote Work: Open to candidates in PST time zones, aligning with our core working hours.

Typical Day

• 9 AM PST: Review and prioritize technical issues from overnight.
• 10 AM PST: Engage with a customer to understand and replicate a complex technical issue, providing them with clear steps and progress updates.
• 11 AM PST: Collaborate with the Support and Engineering teams to troubleshoot and document new challenges.
• 12 PM: 🥪
• 1 PM PST: Sync with Product to discuss recurring issues and potential improvements.
• 2 PM PST: Work on post-mortem analysis for a recently resolved major incident.
• 3 PM PST: Document resolutions, update the internal knowledge base, and follow up with customers on open cases.
• 4 PM PST: Focused work—develop a detailed replication plan for a unique customer setup.

The Interview Process

• Screening Zoom Call: 15min
• Hiring Manager Zoom Call: 45min
• Technical Interview: 60 min
• Onsite Interview: 2-3 hours in Los Angeles at our office
• References