Technical Support Engineer @ Tilt

Technical Support Engineer @ Tilt

Team: Product

Tilt (check us out here) is looking for a Technical Support Engineer to join our team and help us scale our business by providing top-tier support to customers navigating technical challenges—especially around integrations. You’ll be the go-to person for figuring out the tough stuff and making sure our product works smoothly with others. We want you to be successful here at Tilt! Below is a description of your role and responsibilities, including the things you will be held accountable for and the virtues, behaviors and competencies that are expected for this role.

Job Description

• Supporting customers with integration-related issues (like syncing data, login hiccups, or API questions)
• Troubleshooting and diagnosing complex technical problems—then clearly explaining them in a human-friendly way
• Collaborating with Product, Engineering, and Customer Success to make sure problems get solved quickly and don’t come back
• Escalating issues when needed, and making sure our engineers have everything they need to jump in
• Writing and updating help docs, FAQs, and internal resources to make support easier for everyone
• Keeping an eye on common trends and helping us stay ahead of potential issues
• Advising partners and customers on what’s technically possible and how to get the most out of Tilt
  
  

You’re a Great Fit If

• You have 2–4 years of experience in a customer-facing technical support, implementation, or success role at a SaaS company
• You have supported users through integration issues, including APIs, SSO, or data syncing between systems
• You have worked directly with engineering or product teams to triage and escalate bugs or complex technical issues
• You have written clear, helpful documentation or troubleshooting guides for customers or internal teams
• You have managed support cases using tools like Zendesk, Intercom, Salesforce, or similar platforms
• You have used (or supported) platforms that involve data flows, system configurations, or third-party app integrations
• You have provided proactive support, catching issues before they become widespread problems
• You have high levels of empathy and can connect deeply with Tilt’s mission
• You are a comfortable using a lot of systems at once, and have the ability to learn software quickly
• You are fearlessly flexible and curious; aka you thrive in an environment where we don't have all the answer but are willing to help us figure them out
• You have experience working with a startup and/or with a B2B SaaS business
  
  

Virtues/Competencies

• Health & Family First
  
  

You balance work and personal life effectively

You get things done at a pace consistent with the business needs

You show up and are reliable

You encourage others to put their health and family first

• Autonomy Team. Always
  
  

You are highly organized and can manage multiple priorities and deadlines at once

You are focused on scale and building - you understand that pace is equally as important as quality

• Be Curious
  
  

When you don’t have all of the answers, you dig in and ask questions

You don’t let negative assumptions drive your actions and instead assume positive intent and find truth

You are intentional in discovering the paths of self development Tilt has to offer and seek out opportunities to engage in professional growth

• Love Our Customers
  
  

You show empathy and compassion; you strive to meet people where they are to offer maximum support

• Fearlessly Flexible
  
  

You go with the flow and deal with (lots) of ambiguity

You’re not afraid to work without clear direction

Total Compensation

The projected annual salary range is $100,000 - $110,000 USD plus stock options (ISOs), because we believe everyone should have some stake in our business. We are people-first and this ain’t some PR jazz, we truly give a damn about our peeps!

Additional Benefits Include

Comprehensive medical, dental, and vision benefits paid at 100% for all employees and 50% for dependents.

401k match (100% match on the first 3%, 50% match on the next 2%)

$100 monthly to spend on “What Matters Most”

Responsible Time Off - take what you need, when you need it!

More about our amazing Perks and Benefits can be found here!

More about Tilt

Tilt’s mission is big: make leave not suck. We are building a product that makes it easy for people to switch between work and life. If you join us, you’ll be part of a fearless band of humans helping employers balance empathy with economics. We’re changing the status quo and it’s hard. You should know that now. You should also know that joining Tilt means the opportunity to be a change-maker. We’re thinkers, doers, revolutionaries, dreamers, get shit done-ers, and bold enough to tackle a really complex space.

Remote Work & Flexibility

We are a fully remote company. We are committed to being fearlessly flexible and ensuring that all employees are set up and have the autonomy to do their best work, as well as have the balance to care for their health, family and life outside of work. Overall, we trust our team and are focused on outcomes not outputs.

Equal Opportunity Employer

We celebrate and support our differences. We believe in the power of equality which is why we are an equal opportunity employer. Employment at Tilt is based solely on a person’s merit and qualifications related to their professional competence. Tilt does not discriminate against any employee or applicant because of race, color, creed, religion, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other basis protected by law. We comply with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity.

You must be authorized to work in the US.

So what do you say? Do you want to join our team?