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Support Engineer

1 hour, 14 minutes ago
United States
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
GitHub SQL
Apply Now
Onboarded

Onboarded

Onboarded is a platform that revolutionizes employee onboarding by offering an API-first solution that integrates compliance, data management, and customizable workflows into existing systems, enhancing efficiency and the candidate experience. Seamless...

Internet Software & Services
1-10
Founded 2022
View All Jobs 7

Description

  • Own and prioritize the shared support queue based on urgency, customer impact, SLAs, and engagement tier.
  • Diagnose and resolve configuration, API, integration, log, and data-mapping issues; escalate actionable product defects to Engineering.
  • Serve as the dedicated support contact for assigned accounts, maintaining knowledge of their configurations, issues, and stakeholders.
  • Manage I-9, E-Verify, reverification, MOU, web-services, and USCIS notice remediation operations within approved compliance guidance.
  • Provide Tier 2 and Tier 3 support to partner teams and improve their troubleshooting documentation.
  • Handle tactical customer issues during implementations so Solutions Engineers and Deployment Strategists can focus on launches.
  • Use and improve AI agents and automations for ticket triage, investigation, reporting, and customer communications.
  • Convert recurring issues into updated help articles, Academy content, runbooks, automations, or product requests.

Requirements

  • Experience working in a support queue, help desk, customer operations role, or similar environment.
  • Demonstrated ownership of issues from diagnosis through recovery and prevention while managing multiple open requests.
  • A proven project, tool, repository, business, or organization that demonstrates initiative and follow-through.
  • Experience building an AI agent, automation, tool, or workflow that delivered meaningful results, including validating output and addressing failures.
  • Comfort with APIs, logs, data mappings, and spreadsheets or SQL, or the ability to learn these quickly.
  • Strong written communication skills and the ability to set clear, realistic expectations.
  • Adaptability to changing priorities and willingness to provide occasional after-hours escalation coverage.
  • Evidence of leadership, self-directed learning, or rallying others around an outcome.
  • HR operations or compliance exposure, including staffing, high-volume hiring, I-9, E-Verify, or payroll, is preferred.
  • Ability to work remotely in the United States.

Benefits

  • Competitive salary and equity.
  • Health, dental, vision, and retirement benefits.
  • Remote-first work environment with optional in-person collaboration.
  • Weekly 1:1 coaching, feedback, and professional growth support.
  • Clear advancement opportunities into Solutions Engineering, Deployment Strategy, Product, and related roles.

Interested in this position?

Apply directly on the company website

Apply Now

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