Overview
Hooked is looking for a Support Engineer to be the technical voice behind our customer experience. You will work directly with customers to diagnose issues, ship fixes, and feed real-world signal back into our product roadmap.
This role sits at the intersection of customer success and engineering — equal parts problem-solving, communication, and technical depth.
What You'll Do
- Resolve customer issues end-to-end, from intake to root cause
- Reproduce, document, and triage bugs against the product backlog
- Write internal tooling and scripts to speed up debugging
- Build customer-facing knowledge base articles and playbooks
- Partner with engineering to drive recurring issues to resolution
- Surface trends in support data to product and design
What We're Looking For
- 2+ years in a technical support, solutions engineering, or customer-facing engineering role
- Comfortable reading code in a modern web stack (TypeScript, React, Node)
- Strong written communication — clear, calm, and customer-empathetic
- Familiarity with HTTP, REST, SQL, and browser dev tools
- Experience with a ticketing/CRM system (Hooked, Zendesk, Intercom, etc.)
Nice to Have
- Experience supporting B2B SaaS products
- Background in telephony, VoIP, or contact-center software
- Comfort with Postgres, Redis, or AWS troubleshooting
Why This Role
- Direct impact on customer retention and product quality
- Cross-functional exposure to product, design, and engineering
- Clear path into product, engineering, or customer success leadership