Support Engineer
Exclaimer
Customer Service
Boston, MA, USA
Posted on Jun 19, 2025
As a Support Engineer, you will play an essential role in delivering exceptional technical support and advanced troubleshooting to Exclaimer customers and peers. You will efficiently resolve both common and complex technical issues, ensuring a consistently positive customer experience. You will manage direct customer interactions through remote sessions, patiently guiding users to effective resolutions, while balancing your ticket queue. You'll possess deep technical knowledge of our systems and processes, contribute proactively during daily swarm meetings, and maintain an ongoing commitment to personal and professional growth - staying current on new products, technologies, and troubleshooting methodologies. Acting as a champion for our customers and product, you will empathize with users, advocate for their needs, and continuously strive to achieve outstanding customer satisfaction and retention.
- Department
- Customer Support
- Employment Type
- Permanent - Full Time
- Location
- US - Boston
- Workplace type
- Onsite
- Reporting To
Key Responsibilities
Ticket resolution:
- Respond to customer support tickets promptly and professionally, consistently achieving defined SLAs and maintaining high CSAT and NPS scores weekly.
- Proactively manage your assigned support queue, ensuring timely responses and clear communication throughout the resolution process.
- Conduct remote troubleshooting sessions directly with customers when appropriate, to diagnose and resolve complex technical challenges effectively.
Technical Support:
- Provide expert-level technical support on Exclaimer products and services, analysing diagnostic logs, performing root-cause analysis, and applying critical-thinking skills to resolve customer issues efficiently.
- Actively collaborate within cross-functional support teams, contributing to problem-solving sessions, knowledge sharing, the team’s knowledge base, and cross-functional projects aimed at enhancing team performance and delivering exemplary customer service.
- Stay up to date with the latest product releases, technical documentation, and best practices to maintain expert knowledge and effectively support customers.
Operational Efficiency:
- Adhere to established support processes, identifying and recommending improvements to enhance team efficiency and customer satisfaction.
- Contribute to the team’s overall goals and objectives, documenting resolutions, troubleshooting methods, and insights gained from customer interactions.
- Keep up to date with product releases, new features, integrations, and technical documentation to provide accurate and timely support.
Customer Experience:
- Consistently delivers high CSAT/NPS scores and adhering to SLAs on tickets.
- Demonstrate outstanding verbal and written communication skills, maintaining a professional, empathetic, and patient approach in all customer interactions.
- Proactively address customer concerns, defusing challenging situations with urgency and empathy to retain cancelling customers, convert trial users, and ensure exceptional experiences with our products.
- Participate constructively in quality assurance audits, proactively applying feedback to improve personal and team performance.
Skills, Knowledge and Expertise
- Previous technical support experience, preferably supporting email infrastructure, IT security solutions, or similar.
- Proven experience supporting Microsoft 365 (Exchange Online), Active Directory, and Google Workspace (Gmail).
- Technical troubleshooting skills, experience reading diagnostic logs, and documentation skills.
- Effective communication skills with an emphasis on customer empathy, patience, and clarity.
- Ability to manage competing priorities effectively, maintaining performance under pressure.
- Exceptional communication skills with a strong emphasis on customer empathy, patience, and clarity.
- MS-900 Microsoft 365 Fundamentals certification or similar.
- Experience working in a B2B SaaS environment and familiarity with Zendesk is a plus
Benefits
When you join Exclaimer, you’ll have the opportunity to grow with a thriving, international SaaS company. Alongside a competitive compensation package, you’ll have access to a range of benefits designed to support your wellbeing, development, and life beyond work, including:
- 20 days paid holiday, plus public holidays - and an additional 10 days paid time off via XFlex.
- Medical, dental and vision cover via United Healthcare
- Company-paid life insurance, AD&D, short and long-term disability insurance, fully funded by Exclaimer
- Health Savings Account (HSA) with triple tax benefits (HDHP participants)
- 401(k) retirement plan with up to 3.5% employer match
- 24/7 virtual healthcare through UHC Virtual Visits and HealthiestYou
- Free subscriptions to Blinkist and Calm
- Wellbeing support including Real Appeal, Motion, One Pass Select and ClassPass credits
- Employee Assistance Program (EAP) and Member Assistance Program (MAP) for mental, legal, and financial wellbeing
- Will preparation, hearing discounts and global travel assistance
At Exclaimer, inclusion is more than a policy: it’s part of who we are.
We’re proud to be an equal opportunity employer and welcome applications from people of all backgrounds, experiences, and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity, race, religion, nationality, age, gender, marital status, disability, neurodivergence, caring responsibilities, sexual orientation, or gender identity. We’re building a culture where everyone feels they belong and can thrive, and we’d love for you to be part of it.
About Exclaimer
At Exclaimer, we’re proud of our market-leading position and our proven track record is down to the exceptionally talented individuals we have working for us. Their enthusiasm and skills make a real impact on the quality of service that our customers receive.
Working for us is both challenging and rewarding. We enable our people to be the best they can be by providing the resources and opportunities needed to be successful. We pride ourselves on nurturing our talent by providing exciting career prospects within a dynamic, challenging and rewarding industry.
Our Hiring Process
Stage 1:
Applied
Stage 2:
Review
Stage 3:
Call with our Talent team
Stage 4:
Interview
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