Enterprise Support Engineer, ReadMe
Salary not provided
CSS
HTML
JavaScript
Git
ChatGPT
Mid and Senior level
New York
San Francisco Bay Area
Remote from US
Making documentation & APIs easier to use
Open for applications
Making documentation & APIs easier to use
21-100 employees
B2BProductivityAPI
Open for applications
Salary not provided
CSS
HTML
JavaScript
Git
ChatGPT
Mid and Senior level
New York
San Francisco Bay Area
Remote from US
21-100 employees
B2BProductivityAPI
Company mission
To give teams the tools they need to create and manage beautiful documentation with ease, monitor their APIs, and connect with their users in more personal ways.
Role
Who you are
- You have significant experience supporting enterprise or high-growth SaaS customers
- You remain calm and structured during high-priority or time-sensitive situations
- You can confidently say “no” or reset expectations while preserving trust
- You communicate complex technical concepts clearly to both technical and non-technical audiences
- APIs and API debugging
- Swagger / OpenAPI specifications
- OAuth, SAML, and SSO authentication flows
- Git and CI/CD troubleshooting
- Front-end technologies (HTML, CSS, JavaScript)
- Markdown
- Chrome Developer Tools
- CLI environments
- Npm packages and modern JavaScript ecosystems
- Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows - with strong judgment and verification
- Diagnosing performance, configuration, and integration issues
- You have a structured investigation and root-cause analysis process
- You follow through on every issue and ensure closure
- You identify recurring friction points and advocate for systemic improvements
- You’re proactive, detail-oriented, and accountable
- You understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level
- You enjoy turning high-stakes or frustrated customers into long-term advocates
- You can operate independently while collaborating cross-functionally
- You want to help shape enterprise-grade support at a growing company
- You’re excited to have real impact at an early-stage but scaling startup
- Not sure if you’d be the right fit? Apply anyway! We’d love to see your application
What the job involves
- We’re growing our Support team and are seeking a seasoned Enterprise Support Engineer with deep API expertise, strong technical judgment, and a proven track record of supporting complex customer environments
- This role is designed for someone who knows how to navigate ambiguity, manage high-stakes situations, and communicate clearly with stakeholders ranging from developers to executives
- At ReadMe, Support is not simply reactive. Our Enterprise Support Engineers are trusted partners to our customers -- helping them maintain world-class developer documentation, optimize their integrations, and confidently scale their use of our platform
- You look beyond individual tickets to understand systemic issues, advocate internally for customers, and proactively improve the overall customer experience
- We're a small team of humans (and one owl) working together to do big things — and that’s where you come in. In this role you’ll have a transformational impact on ReadMe across both the trajectory of the business and our thriving culture
- ReadMe helps more than 5,000 leading startups and tech companies build beautiful, personalized, and interactive developer hubs. If you’ve ever visited the developer docs for PagerDuty, Samsara, or Nvidia, you’ve used ReadMe!
- We love what we do because it’s so much more than just documentation. We’re providing tools for teams to build a better developer experience and make their products and APIs easier to use
- We’ve got great support from our investors at Accel who led our Series A, and our interview process reflects the open, caring, and whimsical culture we want to maintain as we scale
- Serve as a primary technical point of contact for enterprise customers
- Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations)
- Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues
- Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs
- Identify patterns in support cases and proactively recommend product or process improvements
- Draft clear, executive-ready communications during escalations or incident scenarios
- File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate
- Contribute to and elevate internal and external documentation
- How you'll grow within one month..
- Build relationships with Support, Engineering, Product, and Success teams
- Deeply learn ReadMe’s product architecture, features, and customer use cases
- Train on our support tools and internal processes
- Begin troubleshooting and resolving real customer issues
- Understand our SLAs, escalation paths, and support performance metrics
- 🪴 Within a few months, you'll..
- Confidently manage enterprise-level customer conversations
- Develop a strong command of OpenAPI and advanced implementation patterns
- Identify product gaps and contribute meaningful feedback to Engineering
- Own complex investigations from intake to resolution
- Strengthen internal documentation and knowledge-sharing processes
- 🌳 Within your first year, you'll..
- Be recognized as a ReadMe product expert
- Serve as a trusted technical advisor to key customers
- Help shape support processes as we scale
- Contribute significantly to reducing friction across the customer journey
- Play a key role in maintaining the high standard of enterprise support that defines ReadMe
Application process
- Create a ReadMe project, it’s free for 14 days with no credit card required!
- Explore ReadMe and create a page in your project to show us who you are and why you want to join our team!
- Share the URL in the "Website" field as part of your application
- We can’t wait to read your resume and (hopefully personality-filled) ReadMe project! Let us know what excites you about the role, and help us get to know you better!
- If we think we might be a good fit for you, we’ll set up a 30-minute Zoom call with Jesse Yowell, our Head of Support! We’ll tell you more about the role, and get a chance to hear about your experiences
- Next will be a take home project and 30-minute conversational interview with one of our Enterprise Support Engineers to assess your troubleshooting skills
- Then we’ll invite you to an "onsite" interview conducted over Zoom! You’ll get to meet everyone on the support team, members from other ReadMe teams, and dig a little more into your technical skills!
- We’ll let you know how things went within a week! If it still seems like a good fit all around, we’ll extend you an offer! If not, we will update you to let you know so you aren’t left hanging
Our take
APIs help different tools communicate with one another, let developers access essential services without the need to code and are critical components when driving a platform-driven strategy. However, they require solid documentation in order to help make the best use of them.
ReadMe is a platform powering interactive developer hubs that help customers build out their API documentation. They allow developers to make calls faster while quickly troubleshooting issues along the way to provide teams with the highest-impact improvements.
The company was part of the Y Combinator Winter 2015 cohort and since then it has grown steadily and profitably by working with over 3,000 companies, including NVIDIA, Gusto, Walmart and Roku. Because the company worked with such big names from an early stage, it focused primarily on developing its API logs to create more dynamic documentation, putting the startup in a prime position for further expansion.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 3 rounds)
Aug 2019
$9m
SERIES A
Jun 2015
$1m
SEED
Total funding: $10.2m
Company benefits
- Healthcare for Owl: Fully covered medical, dental, and vision insurance for you, and your dependents; as well as paid parental leave. We also give each employee a OneMedical subscription.
- Quarterly Retreats: Three times a year, we spend a few days planning and working together in places like Tahoe and Honolulu. Come along!
- A Focus on Wellness: Each employee gets up to $150 for whatever wellness means to you, and an additional $350 for mental wellness for up to 6 months.
- Unlimited PTO: And a three-week minimum. Our PTO is actually unlimited, and we encourage you to use it! We also have 10 paid holidays and the week between Christmas and New Year's Day off.
- Flexible Work: You’re allowed to work from home or come into the office as much as you want! The choice is yours, and we'll give you a stipend for your home office to make sure you have everything you need.
- Competitive Pay: We offer starting salaries at the 75th percentile, and significant equity. Relocation bonuses are also available!
Company HQ
Nob Hill, San Francisco, CA
Leadership
Gregory Koberger
(Founder)Studied at the Rochester Institute of Technology.
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