Customer Support Engineer

About Us:

The wholesale distribution industry is ready for a revolution, and Proton is leading the charge. The world relies on distributors to sell nearly every physical product, but despite its massive contribution to the global economy, this industry has been left behind in terms of technology. Proton is changing that. With AI-powered sales software, we’re breaking through the complexity of selling millions of products and making it easier for distributors to anticipate customer needs. Our mission is to bring the distribution industry into the modern age and the results speak for themselves. Distributors using Proton see 10x ROI, faster new hire ramp-up, and happier sales teams.

In 2022, we raised a $20M Series A backed by Felicis Ventures (investors in Twitch, Shopify, Opendoor, and many others) and Battery Ventures. This year, we’re laser-focused on driving customer growth. If you’re excited about the opportunity to wear multiple hats, and continuously learn and experiment, now’s the time to join the Proton team.

The Role:

We are hiring a Customer Support Engineer to join Proton’s Customer Experience team. This person will be the frontline technical expert supporting Proton’s CRM users. We’re looking for someone who loves problem-solving, thrives in ambiguity, and is comfortable navigating backend systems and distributed tools (e.g. Airflow, GCP, Kibana). This role will report to the Head of CX and work closely with Engineering, Product, and Customer Success.

Proton collaborates with Oyster HR to hire international employees as full time (long term) contractors within our company.

Gross Salary range is $30,000 - $40,000 USD annually, based on experience level.

What you’ll do:

• Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity.
• Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues.
• Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior.
• Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes.
• Act as the customer’s technical advocate: Identify trends, pain points, and usability issues that affect product success and surface them internally.
• Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution.

You'll be a great fit for this role if:

• Customer Orientation: You understand that solving a customer’s issue means thinking beyond the ticket queue—it means driving product value and clarity.
• Technical Problem Solving: Comfort investigating logs, debugging distributed systems, and understanding job flows and file-based integrations.
• Communication Skills: Ability to clearly explain complex technical concepts to non-technical users—both written and verbal.
• Curiosity: You ask why things work the way they do, dig deep into unfamiliar tools, and constantly look for better ways to solve problems.

Required Experience:

• 2–4 years in a technical support or application support role at a SaaS company
• Hands-on experience investigating issues across backend and cloud systems
• Demonstrated ability to translate complex technical issues into actionable next steps
• Familiarity with CRM, ERP, or other data-heavy software environments (preferred)

Benefits:

• Competitive Salaries + Company Stock Options - we want to pay you well (and equitably!) and make you feel like an owner.
• Flexible Schedule - we think high levels of autonomy, responsibility, and working asynchronously foster an amazing workplace.
• Biannual Company Paid Off-sites - time for us to be together, brainstorm, and make magic happen.