Technical Support Engineer (Ruby & JavaScript)

BugHerd is a leading SaaS tool that helps agencies and digital teams collect and act on website feedback like sticky notes on a website. We're looking for a Technical Support Engineer to own the customer support experience and contribute to product development.

What You'll Do

- Own the customer support experience from triage through resolution (L1–L3)
- Investigate technical issues including browser extensions, integrations, and user onboarding
- Implement fixes and features using JavaScript and Ruby (React/Rails)
- Lead QA testing and contribute to automation test scenarios
- Create and maintain technical knowledge base articles and support documentation
- Collaborate with developers to diagnose issues and prioritize what to build

Requirements

- 3+ years of experience with JavaScript and Ruby
- 3+ years in technical support for a SaaS company
- 1+ years experience with embedded JavaScript and Browser Extensions
- Excellent written communication skills

What We Offer

- 4-day work week
- Up to 12 weeks paid parental leave
- $2,000 personal/professional development allowance

Pay: Up to $85,000.00 per year

Experience

- Technical support: 3 years (Required)
- Ruby on Rails: 3 years (Required)
- JavaScript: 3 years (Required)

Work Location: Remote