Technical Support Engineer (East Coast)

Who We Are

Postman is the world’s leading collaboration platform for API development. The Postman API Platform’s features simplify each step of the API lifecycle so that individuals and enterprises can create better APIs—faster. More than 35 million developers and 500,000 organizations worldwide use Postman today. Together, we are building the API-first world.

Our customers are doing more and more astounding things with the Postman product every day, and as a result, we are growing rapidly. We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

We seek a Technical Support Engineer to join our team and deliver excellent service for a leading global SaaS company with millions of users. You will engage with customers, both technical and non-technical, on a personal level. Familiarity with key languages like JavaScript, Node.js, and PHP is highly valued. Don't hesitate to apply even if you don't meet all the requirements - we welcome applicants from diverse backgrounds, including those without customer-facing experience.

What You’ll Do: 

• Becoming a technical expert on the Postman platform

• Taking ownership of customer reported issues and seeing problems through to resolution

• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues

• Working with engineering, product, and customer teams to ensure speedy resolution

• Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users

• Contributing to our FAQs, which serve as our customer’s knowledge base

• Interacting with Postman's developer community of 15 million+ via our support channels, our public Github issue tracker and the community

• Achieving key metrics around CSAT, responsiveness, and # of iterations to a successful resolution

About You:

• 2+ years of experience doing technical product support for a modern / SaaS product

• Previous experience with API Development / SaaS products

• Excellent client-facing skills

• Excellent written and verbal communication skills

• Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences

• Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works

• Able to work asynchronously with a globally-distributed team

• …