Support Engineer

Support Engineers at Hubstaff strengthen the technical foundation of our Support organization and create a smoother, more consistent customer experience across the entire lifecycle. This role blends technical depth with customer-facing clarity. Support Engineers help prospects and customers adopt Hubstaff efficiently while reducing bottlenecks for Sales, Success, and Support.

As Hubstaff has expanded its product feature offering and attracted larger clients, those clients are increasingly relying on advanced features such as silent installations, MDM deployment, APIs, and complex integration setups. Hubstaff’s Sales and Success teams often need technical expertise early in the customer journey and require a partner who can diagnose deeper issues quickly and accurately.

The Support Engineer serves as the technical bridge between Hubstaff and its customers. The role accelerates time to value, prevents technical bottlenecks, and ensures implementations go smoothly. Support Engineers help customers adopt the platform with confidence while also feeding insights back into the product to improve reliability, clarity, and usability.

Customer-Facing Technical Support

• Join Sales and Success calls to answer technical questions, assist with setup, and guide customers through complex implementations.

• Handle escalations from Sales, Success, and Support, including tickets, emails, calls, and screenshares.

• Troubleshoot advanced issues involving APIs, MSI deployments, networking, MDM configuration, and integrations.

• Provide clear and empathetic explanations that help customers understand solutions and next steps.

Technical Problem Solving and Analysis

• Diagnose complex technical issues and determine root causes.

  • Examples:

    • Silent Application MSI installation failures

    • Certain users within an RDS server are not having any of their activity captured by the Hubstaff Timer application, and the underlying causes need to be identified and resolved.

• Document findings, patterns, and solutions to improve internal knowledge and reduce repeat escalations.

• Act as a feedback loop to Product and Engineering by identifying bugs, edge cases, and usability gaps.

Implementation and Onboarding Support

• Assist large customers with onboarding, especially those with extensive user bases or advanced deployment needs.

• Help customers adopt features such as silent installation, Hubstaff’s API, tool integration, and payroll.

• Develop scalable onboarding content that simplifies adoption, shortens time to value, and decreases support demand from end users.

Internal Collaboration and Process Building

• Help define and shape the Support Engineer role, including documentation, workflows, and best practices.

• Collaborate closely with Sales, Success, Support, and Engineering to ensure smooth handoffs and consistent customer experiences.

• Contribute to internal tooling, documentation, and process improvements.

• High implementation success rates for technical features such as silent install, API usage, and MDM deployment.

• Reduced technical bottlenecks for Sales and Success

• Strong post-implementation CSAT

• Faster resolution of complex technical issues

• Clear and actionable documentation that improves team efficiency

• Review escalated tickets and identify any urgent technical issues.

• Join a Sales call to help a prospect understand API capabilities and deployment options.

• Troubleshoot a customer’s MDM configuration issue through a screenshare and guide them through the fix with clarity and patience.

• Partners with Engineering/Product/Support to isolate root cause and get the right fix.

• Document a recurring issue and share insights with Product.

• Assist Success with a large customer rollout and ensure their silent installation and user provisioning go smoothly.

• Update internal documentation and collaborate with Support on improving a workflow.

Technical Skills

• Experience with APIs, scripting, and programming concepts

• Basic understanding of software development lifecycle

• Familiarity with MSI deployments, MDM configuration, and networking fundamentals

• Understanding of security and compliance considerations

• Ability to troubleshoot integrations and guide customers through setup

• Comfort working with logs, system behavior, and technical diagnostics

Soft Skills

• Continuously learns and validates solutions with a “trust, but verify” approach.
  Excellent communication and the ability to simplify complex concepts for non-technical users

• Empathy, patience, and a customer-first mindset

• Calm under pressure and able to navigate ambiguity

• Strong ownership of customer problems from start to finish

• Detail-oriented, adaptable, and collaborative across teams

Tools and Technologies You Will Use

• Ticketing CRMs

• Collaboration tools such as Slack

• Scripting tools

• Project management solutions

• Video conferencing apps

Experience

• Junior or Mid-level experience in SaaS support, DevOps, QA, systems engineering, or similar technical roles

• Technical skill level close to a junior developer with strong customer-facing ability

• Certifications in related fields are a plus but not required

Logistics

• Fully remote role

• Must work within the AMER timezone