技术支持工程师
Technical Support Engineer
Prismatic 是一个集成平台，帮助 B2B 软件公司快速构建集成并大规模交付。我们正在将集成从瓶颈转变为数百家公司的增长引擎，包括高增长的初创公司和财富 500 强企业。
我们的平台处理所有在大规模时出现的问题，因此团队可以交付集成，而不是基础设施。它通过代码原生、低代码和嵌入式工作流构建器，提供灵活、AI 支持的构建体验，以及自助配置和嵌入式市场。
Prismatic 获得充足资金，产品与市场匹配度高，并拥有高自主性、积极主动且协作的文化。
**关于职位：** 我们正在寻找一位技术支持工程师，他/她对在一个完全远程的团队中工作充满热情，为我们的技术和非技术客户提供最佳的用户体验和支持体验。
理想的候选人具备跨 API、认证、集成、SDK、CLI 工具和 Web 应用程序的扎实技术基础。你熟悉在 IDE 中工作、阅读日志，并直接与 API 交互以诊断和排查系统行为。你喜欢每天迎接新的挑战，协助客户构建和排查他们客户使用的其他第三方应用的集成。具有面向客户的经历至关重要，并且能够以最佳方式优先处理多项任务来服务我们的客户。
需要优秀的口头和书面沟通能力，因为你将代表 Prismatic 与客户交流，并向内部工程团队提供见解。
**到目前为止听起来不错吗？让我们再多谈谈 Prismatic 平台。**
我们的平台使用户能够构建、部署和支持集成。Prismatic 集成将我们客户的產品连接到他们客户使用的其他应用程序。它包括以代码为主导的构建方法、低代码集成设计器、嵌入式工作流构建器、SDK、AI 辅助开发工具、可嵌入的集成市场，以及专为大规模运行集成而设计的基础架构。
##### 你将负责：
- 通过回答问题、提供指导和最佳实践，以及帮助用户浏览 Prismatic 的开发者功能和低代码工具，提供卓越的客户体验。
- 根据严重性、影响和紧急程度对客户问题和功能请求进行分类和优先排序。
- 排查和解决客户遇到的技术问题。
查看英文原文
[Prismatic](https://prismatic.io/) is the integration platform that helps B2B software companies build integrations fast and deliver them at scale. We're turning integrations from a bottleneck into a growth driver for hundreds of companies, from high-growth startups to Fortune 500s.
Our platform handles everything that breaks at scale, so teams can ship integrations, not infrastructure. It provides flexible, AI-enabled build experiences through code-native, low-code, and an embedded workflow builder, plus self-service configuration and an embedded marketplace.
Prismatic is well-funded with strong product-market fit and a high-agency, driven, collaborative culture.
**About the role:** We’re looking for a Technical Support Engineer who is excited to work on a fully remote team that offers the best possible user experience in support and onboarding experience for our technical and non-technical customers.
The ideal candidate has a strong technical foundation across APIs, authentication, integrations, SDKs, CLI tools, and web applications. You’re comfortable working in an IDE, reading logs, and interacting directly with APIs to diagnose and troubleshoot system behavior. You enjoy a new challenge every day as you assist customers with building and troubleshooting integrations to the other third-party apps their customers use. It’s critical to have customer-facing experience and the ability to prioritize numerous tasks in the best way to serve our customers.
Excellent verbal and written communication skills are required as you will be representing Prismatic to customers and providing insight to internal Engineering teams.
**Sound good so far? Let’s talk a little more about the Prismatic platform.**
Our platform empowers users to build, deploy, and support integrations. Prismatic integrations connect our customers’ products to the other applications their customers use. It includes a code-first build approach, a low-code integration designer, an embedded workflow builder, SDKs, AI-assisted development tooling, an embeddable integration marketplace, and purpose-built infrastructure for running integrations at scale.
##### What you will do:
- Deliver an exceptional customer experience through technical support by answering questions, providing guidance and best practices, and helping users navigate Prismatic’s developer features and low-code tools.
- Triage and prioritize customer issues and feature requests based on severity, impact, and urgency.
- Troubleshoot API requests, webhook payloads, authentication, and data formatting by investigating logs, API responses, configuration, and code to identify root causes and drive issues to resolution.
- Escalate complex issues with clear reproduction steps, relevant evidence, severity, and customer impact.
- Partner with internal teams on escalations, support a smooth transition from onboarding, and communicate customer trends.
- Participate in the Support on-call rotation for critical incidents, managing customer communication and coordinating with Engineering when needed.
##### About you:
- Have 3+ years of experience in technical customer success, support, engineering, or a similar technical customer-facing role.
- Have a strong understanding of APIs, including REST, GraphQL, and webhooks.
- Understand authentication patterns, including OAuth 2.0 and JWT, and are familiar with common data formats such as JSON, XML, YAML, and CSV.
- Are comfortable reading and debugging TypeScript or JavaScript code and troubleshooting production issues; writing production code is a plus.
- Can communicate complex technical concepts clearly and approach problems with curiosity, adaptability, and a solution-oriented mindset.
- Familiarity with AI-assisted development tools, such as Claude Code and Cursor.
- Can pass a background check and are legally authorized to work in the United States.
- Are located within 1 time zone of US Pacific Time and able to work US Pacific Time hours.
##### Pay range:
- $85,000 - $105,000/year + equity
#### Life at Prismatic
##### Our Values
Our values shape everything we do—how we make decisions, collaborate, and operate day to day.
- **Give a Shit** – We bring passion and drive to our work. We believe what we're doing matters and we treat it that way.
- **Progress Over Perfection** – We value daily progress, moving fast, and iterating. We prefer a good solution now over a perfect one later.
- **Same Team** – We recognize that we succeed or fail as a group and help each other out. We don't tolerate assholes.
##### What to expect at Prismatic
We operate with urgency, ownership, and high standards. You'll be joining a team that's highly engaged, customer-obsessed, and constantly solving new problems that help B2B software companies scale their integration strategies.
To support this pace, we're also intentional about sustainability. We offer comprehensive benefits, unlimited PTO, and top-tier equipment for remote work.
##### Benefits
🏡 **Remote work:** Our team works remotely across the US; we travel together 2x times a year for company kick-offs and mid-year meetings.
🏖️ **Unlimited PTO:** We have an unlimited & flexible paid time off (PTO) policy that encourages our team to recharge when they need to.
🏥 **Medical, dental & vision:** Prismatic offers high-quality medical (Cigna Medical), dental (Guardian Dental) and vision (Guardian VSP) care for full-time employees and their dependents.
**🛡️ Life insurance:** We provide company-paid life insurance, short-term disability insurance, and long-term disability insurance through Guardian.
🏦 **401(k):** Our 401(k) plan is through Empower with 4% company match - 100% of the first 3% and 50% of the next 2%.
💻 **Computer & technology equipment:** We provide the equipment you need to do your best work, applicable to your role + $1k new hire setup stipend.
#### Ready to Help Turn Integrations Into Growth Drivers?
We want diverse perspectives and experiences. If this role excites you but you're not sure you check every box, apply anyway. We consider every application thoughtfully and will either move forward with you, connect you with another team that might be a better fit, or keep in touch for future opportunities.