Technical Support Engineer

Technical Support Engineer Our company Graphite is defining the future of code review and how high-quality software is built. We believe great craft emerges through collaboration. That principle drives everything we build and the way we work. If you’re excited about this next era of software development, there’s no better moment to do the most impactful work of your career. Our culture centers on putting people first, applying science and craft, practicing disciplined ambition, and giving ownership - both literally (with equity) and in the responsibility and scope you’ll have as a part of our early team. Outside of work you’ll find us brewing espresso drinks, producing music, or practicing yoga. We can’t wait to see what you’ll add to the mix! The Role - First-line support: Triage and resolve customer tickets from Slack channels, in-app feedback, and support emails - Technical debugging: Investigate customer issues using tools like Datadog, Pylon, Linear, and our in-house dashboards - Knowledge building: Create and maintain internal troubleshooting guides and external documentation - Cross-functional collaboration: Work with engineering to escalate bugs, with sales on enterprise customer issues, and with product on feature requests - Process improvement: Build integrations, refine support workflows, and identify opportunities to deflect common issues through better docs Who You Are - Support background: Previous experience doing technical support for software engineers or developer tools - Pattern matching ability: Can quickly identify whether an issue is user error, a bug, or a configuration problem - Non-structured learner: Self-directed, curious, and willing to dig into unfamiliar technical concepts - Communication skills: Can explain complex technical concepts clearly to both technical and non-technical audiences Nice to Haves - Comfortable with Git concepts (rebasing, merge conflicts, branch management) and ideally have used it professionally - Experience creating knowledge bases or documentation systems - Built or customized support tooling (not just used off-the-shelf solutions like Zendesk) - Familiarity with GitHub as a power user (settings, branch protection rules, webhooks) - Experience with developer tools, CI/CD systems, or DevOps workflows