Technical Support Engineer (Hybrid, Bay Area, California)

Technical Support Engineer (Hybrid, Bay Area, California)

Location: Hybrid (Bay Area, California)

Employment Type: Full-time

Compensation: Base salary + equity + benefits + relocation assistance (where applicable)

About Symbium

Symbium is building an AI-native platform that transforms how governments and contractors navigate permitting and regulatory workflows.

Our core technology includes a proprietary logic-based system called Epilog that encodes regulations as executable rules rather than traditional hard-coded implementations. We are building toward a future where local governments can configure and manage workflows without engineering intervention.

We are a small team solving difficult technical and product problems with direct real-world impact.

About the Role

We're looking for a highly technical Technical Support Engineer who enjoys solving difficult customer problems while building systems that prevent those problems from happening again.

This isn't a traditional customer support or QA role. You'll operate at the intersection of Engineering, Product, and Customer Success—investigating production issues, building internal tools, automating repetitive workflows, and improving the overall customer experience.

You'll work directly with Product and Engineering to diagnose complex technical issues, identify recurring patterns, and create scalable solutions that reduce manual work and improve product reliability.

If you enjoy debugging production systems, writing scripts, automating operational processes, and using AI as part of your daily engineering workflow, you'll fit right in.

What You'll Work On

First 90 Days

• Learn our platform architecture, permitting workflows, and customer support operations.
• Become proficient with our internal systems, APIs, databases, and support tools.
• Resolve customer issues through technical investigation and root-cause analysis.
• Improve support documentation and operational workflows.
• Investigate production issues using logs, SQL, and application data.
• Build scripts that eliminate repetitive manual support tasks.

Longer Term

• Design and implement automation that scales customer support.
• Build internal tools using JavaScript/Node.js to improve operational efficiency.
• Expand self-service capabilities for customers and internal teams.
• Partner with Product to identify trends and recurring customer pain points.
• Continuously improve support documentation and internal processes.
• Provide Engineering with clear, actionable technical investigations that improve product reliability.

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• Leverage AI-powered tools to accelerate troubleshooting, scripting, and workflow automation.

Required Qualifications

• 5+ years of experience in Technical Support Engineering, Solutions Engineering, Software Engineering, DevOps, or a similar technical role.
• Strong proficiency in JavaScript and Node.js.
• Experience working with REST APIs.
• Ability to investigate production issues using application logs.
• Experience writing SQL queries and working directly with databases.
• Strong analytical, debugging, and root-cause analysis skills.
• Customer-facing experience with excellent communication abilities.
• Strong written and spoken English.
• Experience working in fast-paced startup environments.
• Daily use of AI coding assistants (Claude Code, Codex, Cursor, GitHub Copilot, or similar) as part of your engineering workflow.

Preferred Qualifications

• Experience administering Zendesk or similar customer support platforms.
• Experience building internal tools or operational automation.
• Familiarity with Playwright, Selenium, or similar testing frameworks.
• Experience with AWS and cloud-native applications.
• Experience using observability and monitoring platforms.
• Experience supporting SaaS applications in production.
• Background working with enterprise software or highly regulated industries.

What Success Looks Like

Within 2 Months

• Resolve the majority of customer requests independently.
• Develop a strong understanding of the platform architecture and customer workflows.
• Confidently investigate production issues using logs, SQL, and APIs.
• Become a trusted technical resource for Product and Engineering.

Within 4 Months

• Automate recurring support processes and operational tasks.
• Build internal tools that significantly reduce manual work.
• Improve documentation and overall support efficiency.
• Identify product improvements through customer feedback and support trends.
• Make measurable contributions to product reliability and customer satisfaction.

Working Style

We're looking for people who:

• Takes ownership and proactively solves problems.
• Sees repetitive work as an opportunity to automate.
• Learns quickly and thrives in fast-changing environments.
• Communicates clearly with both technical and non-technical audiences.
• Works collaboratively with humility and a team-first mindset.
• Continuously looks for opportunities to improve systems and processes.
• Uses AI as a core engineering tool to move faster and deliver better outcomes.

What This Role Is Not

• A traditional customer service position.
• A manual QA or release validation role.
• A ticket-routing role with limited technical ownership.

What Success Requires

Success in this role requires strong engineering fundamentals, curiosity, ownership, and a passion for automation.

The ideal candidate enjoys understanding complex systems, diagnosing production issues, communicating effectively with customers, and building tools that eliminate repetitive work. Every recurring problem is viewed as an opportunity to improve the product, automate operations, and create a better customer experience.

Equal Opportunity Statement

Symbium is an equal opportunity employer and considers qualified applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic under applicable law.