Technical Support Engineer

Technical Support Engineer at Postman

Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman helps developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster.

The company is headquartered in San Francisco and has offices in Boston, New York, Austin, Tokyo, London, and Bangalore. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

The Opportunity

We seek a Technical Support Engineer to join our team and deliver excellent service for a leading global SaaS company with millions of users. You will engage with customers, both technical and non-technical, on a personal level, across multiple support channels—including phone support. Familiarity with key languages like JavaScript, Node.js, and PHP is highly valued. We welcome applicants from diverse backgrounds, including those without extensive customer-facing experience.

This role is open to candidates based in Austin, TX or New York, NY, and is aligned to US Eastern Time (ET).

What You’ll Do

• Becoming a technical expert on the Postman platform
• Taking ownership of customer reported issues and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
• Working with engineering, product, and customer teams to ensure speedy resolution
• Streamline processes, run experiments, build/maintain internal tools, build proofs-of-concepts for users
• Contributing to our FAQs, which serve as our customer’s knowledge base
• Interacting with Postman's developer community of 15 million+ via our support channels, our public Github issue tracker and the community
• Achieving key metrics around CSAT, responsiveness, and number of iterations to a successful resolution
• Providing real-time customer support via phone (and/or screen-sharing when appropriate), including triage, troubleshooting, escalation coordination, and clear follow-ups in writing
• Participating in weekend coverage to support customers outside of standard weekday hours, ensuring consistent responsiveness and handoffs across a globally distributed team

About You

• 2+ years of experience doing technical product support for a modern / SaaS product
• Previous experience with API Development / SaaS products
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
• Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
• Able to work asynchronously with a globally-distributed team
• Familiarity with support platforms like Jira, Github, and Confluence
• Comfortable providing customer support over the phone, including explaining technical concepts live, guiding troubleshooting steps, and maintaining a calm, structured approach during high-urgency issues
• Able to work standard hours aligned to US Eastern Time (ET)
• Participate in weekend coverage as part of the role (via a rotating schedule or shifted week); timing and frequency may evolve as the team grows

The reasonably estimated base salary for this role ranges from $67,400 to $91,000, plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience.

What Else?

In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves.

At Postman, we embrace a hybrid work model. For all roles based out of San Francisco Bay Area, Boston, Austin, Tokyo, Bangalore, Hyderabad, London, and New York, employees are expected to come into the office 3-days a week. We were thoughtful in our approach which is based on balancing flexibility and collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our hybrid office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom.

Key skills/competency

• API Platform
• Technical Support
• SaaS Product
• Troubleshooting
• JavaScript
• Node.js
• PHP
• REST APIs
• Customer Service
• Jira