Technical Support Engineer

Overview

Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. Our platform offers three core products: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools, and Merge Gateway, the control plane for running AI in production. Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance. Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.

Technical Support Engineer at Merge

As a Technical Support Engineer, you will be responsible for providing high-quality support to our customers and prospects, including troubleshooting technical issues and assisting with integrating Merge into our customers' products. You’ll work closely with engineering and platform teams to debug issues, squash bugs, and prioritize customer requests. The ideal candidate will have a strong technical background with experience with APIs, excellent problem-solving skills, and excellent communication and customer service skills. Your work as a Technical Support Engineer will be of high value and have a direct impact, with increased levels of internal and external visibility.

Responsibilities

• Provide technical support to customers via online chat, email and Slack
• Troubleshoot technical issues and provide solutions to customers in a timely manner
• Assist with the integration of Merge into our customers' product
• Collaborate with other teams, including engineering and platform, to identify and resolve customer issues
• Create and maintain help center guides and documentation
• Create the foundation for a successful and rapidly growing support engineering team!
• 2+ years in support engineering, solutions engineering, sales engineering, or software engineering
• Strong verbal and written communication skills
• Strong problem-solving skills
• Strong work ethic, goal-oriented, and great attention to detail
• Prior startup experience is a plus

Experience: