Prismatic is an embedded integration platform as a service (embedded iPaaS) that empowers B2B software companies to deliver best-in-class integrations to their users. We believe software in every industry has huge potential to positively impact the people who use it, and that better, easier integrations can help software companies make even bigger impacts. Prismatic has rapidly gained traction among B2B SaaS teams ranging from startup to Fortune 100 and earned top satisfaction ratings in our industry.

We’re carrying that momentum into 2023 - and that’s where you come in.

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 onboarding and support for our technical and non-technical customers.

The ideal candidate has moderate to strong technical software knowledge across a broad technical skill set. 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 able prioritize numerous tasks in the best way to serve our customers.

Excellent verbal and writing skills are also important 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 non-developers to build, deploy, and support integrations connecting their products to the other products their customers use. It includes a low-code integration designer, powerful dev tools for when code is the right answer, an embeddable integration marketplace, and purpose-built infrastructure for running integrations at scale.

The Prismatic platform puts an enormous amount of power in the hands of less-technical users by providing them a cohesive system for the development, testing, deployment, and monitoring of integrations. At the heart of this system is the Integration Designer, which is a visual low-code/no-code editor that facilitates the development of integration workflows through an intuitive drag-and-drop interface. Additionally, the entire application is meant to be fully embeddable within our customers’ applications to provide their users with a first-class Integration Marketplace experience with little to no development needed.

You will:

  • Drive an exceptional customer onboarding and support experience
  • Lead and facilitate the customer’s onboarding pathway, especially for the initial customer integrations
  • Triage and prioritize customer issues and proposed product features
  • Work closely with Engineering, Product and Account Management to resolve complex customer issues
  • Focus on core customer metrics that matter like time to integration completion and support resolution times
  • Identify, gather data, and communicate customer trends to internal teams
  • Collaborate with other teammates to improve our existing tools and integrate new tools to improve our efficiency and issue resolution times
  • Be part of a highly collaborative, customer-obsessed team that makes a difference every day.

    You might be a good fit if you:

    • Have 3+ years of experience in DevOps, technical support or engineering OR 2-5 years+ of solid experience in a business or technical analyst role
    • Understand the mechanics of APIs, including REST, GraphQL, SOAP
    • Understand the mechanics of authentication, including OAuth 2.0 and JWT
    • Have a familiarity with various data formats including JSON, XML, YAML and CSV
    • Have a positive attitude, an aptitude for learning, and generally look for solutions instead of focusing only on problems
    • Are located within 2 time zones of the US Central Time Zone
    • Are comfortable and effective working as part of a fully remote team
    • Can pass a background check
    • Are legally authorized to work in the United States

      Extra points:

      • Have a moderate to strong proficiency in JavaScript or Node.js
      • Have experience building integrations with a variety of APIs and vendors
      • Have professional experience with some of the following:
        • OAuth 2.0 auth code and client credential flows
        • Webhooks

        What we offer:

        • Salary range of $75,000 - 100,000, depending on experience
        • Competitive total compensation package, including market-rate salary
        • Health, dental, and vision insurance, with HSA available
        • Company-paid life and disability insurance
        • 401(k) with company match
        • Unlimited PTO policy
        • Fully remote team working from across the U.S. with concentrations in the Pacific Northwest, the Midwest, and the Phoenix metro; several in-person team gatherings each year
        • The best hardware and software tools to enable you do your best work:
          • New MacBook Pro docked to big monitors
          • We’re Slack addicts and use it for basically everything
          • No JIRA here; Shortcut is the way