Technical Support Engineer

About Betterworks Betterworks is HR software to align, develop, and activate your workforce for business growth. Organizations are able to replace outdated, ineffective, universally loathed annual review processes with powerful Continuous Performance Management programs that help managers be better at the conversations, coaching, and development necessary to inspire and motivate the entire workforce to achieve an organization's top priorities today and be ready for tomorrow's challenges. What You’ll Be Doing We are looking for a Technical Support Engineer to join our Customer Support organization and help deliver an exceptional experience for our customers. In this role, you will support day-to-day customer issues while also serving as a technical escalation point for high-severity and high-impact product issues, including those from Signature Support customers. You will work closely with our Engineering team in India, as well as Product and Customer Success, to diagnose complex issues, identify root cause, document solutions, and improve continuity and quality of support across regions. This is a highly cross-functional role with real influence on product quality and customer satisfaction. Support customer-reported issues through standard support channels as part of daily queue work. Act as an escalation point for high-severity and high-impact customer issues, including Signature Support customers. Troubleshoot and resolve issues involving SSO/SAML, APIs, data syncs, integrations, and platform configuration. Perform deep investigation using logs, system tools, and debugging workflows to identify root cause. Partner closely with Engineering (including our India-based Engineering team) and Product to escalate bugs and track issues through resolution. Clearly document findings, workarounds, and fixes in internal tools and customer-facing knowledge articles. Support incident response for production issues, including customer communication support and post-incident RCA inputs. Improve support processes by identifying patterns and recommending product or workflow improvements. Collaborate with Customer Success and Implementation teams to support enterprise customers during onboarding and ongoing adoption. Contribute to support enablement by mentoring junior support agents and creating troubleshooting playbooks. Leverage AI productivity tools (such as Microsoft Copilot or ChatGPT) to synthesize complex log data, draft technical root-cause analyses, and automate routine documentation tasks. What’ll Help You Be Successful 3+ years of experience in a technical support, support engineering, or similar role within a B2B SaaS environment. Strong troubleshooting and analytical skills with the ability to debug ambiguous issues end-to-end. Experience supporting enterprise or high-impact customers in a multi-tenant SaaS environment. Familiarity with HR tech ecosystems is a plus (HCM platforms, performance management, employee data flows, etc.). Ability to communicate clearly with both technical and non-technical audiences. Strong ownership mindset and ability to drive issues to resolution. Proven experience utilizing AI-assisted workflows to drive operational optimization and reduce mean-time-to-resolution (MTTR). Core Technical Proficiency: Experience with troubleshooting REST APIs, webhooks, JSON payloads, and identity protocols (SSO/SAML, OAuth, SCIM, Identity Providers like Okta/Azure AD), coupled with a working knowledge of SQL and log analysis tools (e.g., Splunk, Datadog). SaaS Infrastructure & Tooling: Understanding of SaaS infrastructure concepts (multi-tenancy, deployments) and familiarity with common ticketing systems (Zendesk, Jira Service Management). Comfort in partnering with engineers and navigating technical documentation is essential. Desired Domain Expertise: Exposure to HRIS integrations (Workday, ADP), performance management workflows (goal setting, feedback cycles), and HR compliance environments. Previous experience in a fast-growing SaaS environment is a plus. What We All Do All employees share the responsibility of being aware of information security risks and adhering to information security policies and procedures. All employees are required to participate in information security awareness and training programs. All employees have a responsibility to handle data in accordance with data classification and handling guidelines. Employees should be aware of the sensitivity of the data they interact with and follow appropriate security measures. All employees have a responsibility of reporting information security incidents in accordance with information security policies and procedures. What Makes Betterworks Unique At Betterworks, we put our people first. To support this, we’ve built a culture and benefits program that prioritize both professional growth and personal well-being: Leadership : Our CEO, Doug Dennerline is a mission-driven leader with over 25 years of sales leadership experience, making a direct impact on the work people do every day. Funding : Backed by $129 million in Series B with top tier investors, including Kleiners Perkins, Emergence Capital, and 8VC. Board of Directors : Since the beginning of Betterworks, our board includes industry icons such as John Doerr (who introduced OKRs to Google), Bruce Felt (Founder of Renaissance Software and a trusted advisor to numerous private and public companies), Bing Gordon (Renowned Technology Venture Capitalist with experience on boards like Amazon, Duolingo and Zynga), Jason Green (Founder of Emergence Capital and Greenbridge Foundation) and Gaby Toledano (seasoned executive with nearly three decades of strategic HR and operations leadership at premier enterprise and consumer organizations). Perks : We provide company-sponsored health, wellness, and personal accident insurance. Our remote-first culture gives you the flexibility to work from anywhere in India, with opportunities to travel and connect as a team. To support your setup, we also offer a one-time home office reimbursement and a monthly internet stipend to keep you seamlessly connected. Product : Recognized by Lighthouse Research & Advisory and UNLEASH America, Betterworks was named a 2025 HR Tech Award winner for Best Comprehensive Talent Management Solution. We also received Newsweek’s AI Impact Award for Best Outcomes in HR, 2025. Mission Driven : Our mission is to provide the expertise and technology companies need to inspire, develop, and activate their workforce to achieve today’s goals while preparing for tomorrow’s challenges. Connect with us on LinkedIn We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to an inclusive and diverse betterworks. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global betterworks Community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.