Technical Support Engineer

The Role: 

We're seeking an experienced Technical Support Engineer to join our support team at Affinity. This role combines technical expertise with exceptional customer communication skills to deliver world-class support for our B2B SaaS CRM platform. You'll be a critical bridge between our customers and engineering teams, resolving complex technical issues while contributing to our support organization's continuous improvement.

What you’ll be doing

• Respond to customer inquiries and resolve technical issues via video call, email, or chat in a timely manner
• Troubleshoot software and API-related issues, guiding customers through technical steps to resolve problems
• Work with webhooks, APIs, and other integrations to resolve issues and ensure smooth functionality
• Provide assistance and troubleshooting for customers setting up or managing Single Sign-On (SSO) integrations
• Collaborate with engineering teams to resolve complex customer problems and escalate issues when necessary
• Document customer interactions and technical issues to improve the knowledge base and internal resources
• Participate in periodic on-call shifts as required

Qualifications

[Don't meet every single requirement? Studies have shown that women and people of color are likely to only apply for jobs if they meet every qualification. At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't perfectly align with the qualifications above, we encourage you to apply anyways. You may be the right candidate for this or other roles. (Do not change)]

• 3+ years of experience working in B2B SaaS technical support or equivalent customer facing roles
• Expert knowledge of APIs, SSO, integrations, and software troubleshooting
• Proven ability to work on complex, ambiguous issues where analysis requires an in-depth evaluation of variable factors
• Demonstrated ability to swiftly manage escalations and cross-functional problem solving to meet customer needs
• Strong technical documentation skills with experience building or contributing to knowledge bases

How you will show up

• Ownership / Action Oriented / Drives Results: Take responsibility for outcomes, proactively addresses challenges, maintains a "can-do" attitude, and achieves timely results with a customer-first perspective.
• Growth Mindset: Seek feedback, persists through obstacles, views setbacks as learning, sets challenging goals, and adapts to change.
• Customer Focused: Anticipate needs, exceed expectations, and advocate for customer outcomes.
• Collaborates: Work cooperatively, balance interests, partner effectively, credit others, and gain trust.
• Manages Ambiguity / Problem Solving: Comfortable with uncertainty, acting without full information, and constructively solving problems lacking clear solutions.
• Communicates Effectively: Deliver clear, compelling messages, actively listen, adjust style, and encourage diverse ideas.

What you’ll enjoy at Affinity

• We live our values: As owners, we take pride in everything we do. We embrace a growth mindset, engage in respectful candor, act as playmakers, and "taste the soup" by diving deep into experiences to create the best outcomes for our colleagues and clients.
• Health Benefits: Comprehensive health insurance for both you and your family.
• Learning & Development: We provide an annual education budget and a comprehensive L&D program.
• Wellness Support:  We provide a monthly budget for wellness memberships/equipment to support your overall health and happiness.