Support Engineer

About Momentum Momentum is a fast-growing company specializing in driving AI transformation for revenue teams. We operate like an embedded GTM task force working alongside your team. Our platform listens to every sales and customer interaction, extracts critical insights, and pushes updates directly into your CRM or data wharehouse—automating follow-ups, flagging risk, and surfacing next steps without rep intervention. The best GTM teams in the world, at companies like Zscaler, Cursor, Ramp, Owner.com, Demandbase, Contentful, Windsurf, 1Password, rely on Momentum to unlock 3–10 hours per rep each week, improve win rates, and scale execution—without scaling headcount. We’re backed by top-tier investors, including FirstMark, Stage 2 Capital, Inovia, and Basis Set Ventures. We are looking to bring on a Support Engineer to serve as a critical bridge between our customer support and engineering teams. As a Support Engineer, you will take ownership of technical issues that Customer Success Managers cannot resolve and conduct deep investigations to diagnose root causes through log analysis and database queries. You would work closely with both the Customer Success and Engineering teams, resolving low-complexity technical problems independently, and building internal tools and UI improvements to enhance the customer experience, and distinguishing between misconfigurations and genuine bugs. You will own and drive the creation of comprehensive documentation, collaborate closely across teams to understand specific client needs, and provide detailed feedback to product and engineering teams to drive systematic improvements and prevent recurring issues. This is a hands‑on, highly impactful role with broad responsibility and visibility. What You’ll Do: Customer-Centric Problem Solving: Take full ownership of customer‑reported issues from initial contact to final resolution. You'll be the primary point of contact, ensuring a seamless and positive support experience that builds customer trust and loyalty. Deep Technical Investigation: Dive into complex technical problems to diagnose the root cause. This involves replicating issues, analyzing logs, querying databases, and methodically troubleshooting software, hardware, and network environments. High-Impact Resolution: Provide timely and accurate solutions to technical problems. You'll implement fixes, guide users through corrective steps, and ensure the implemented solution is effective and sustainable. Knowledge Creation & Sharing: Document troubleshooting processes and solutions meticulously. You'll contribute to and maintain a comprehensive knowledge base that empowers both customers and your internal team to resolve issues more efficiently. Proactive System Improvement: Act as the voice of the customer. Identify recurring issues and trends, and provide detailed feedback to product and engineering teams to help drive product improvements and prevent future problems. Collaborate Cross‑Functionally: Work closely with software developers. You'll elevate complex bugs, communicate customer needs, and serve as a critical link between the user and the technical teams to ensure swift resolution. What You’ll Bring: Technical Support Experience: 4+ years in a technical support, application support, or similar role, preferably in a SaaS or technology‑focused environment. Tool Master: Extensive experience supporting CRM tools (Salesforce, Hubspot, etc), experience with Zendesk or similar CS ticketing systems. SFDC P2 Admin certification is a significant plus. Troubleshooting Expertise: Demonstrated ability to systematically diagnose and resolve complex technical issues across various systems. Experience with operating systems (Windows, macOS, Linux), networking concepts, and APIs is essential. Technical Aptitude: A strong understanding of web applications, databases (SQL experience preferred), and general IT infrastructure. Experience with coding and scripting (e.g., Python, Bash) for automation is a significant plus. Exceptional Communication: Proven ability to explain complex technical concepts clearly and concisely to both technical and non‑technical audiences. You are a patient and empathetic communicator, both verbally and in writing. Customer Empathy: A genuine passion for helping people and solving problems. You can understand user frustration and are driven to find solutions that not only fix the issue but also delight the customer. Problem‑Solving Abilities: You're a natural critical thinker who excels at breaking down ambiguous problems into manageable steps. You can think on your feet and offer creative solutions, not just identify problems. Adaptability: Comfortable in a fast‑paced environment where you need to manage and prioritize multiple tickets simultaneously. You're a quick learner, eager to master new products and technologies. Collaborative Approach: You are a strong team player, skilled in working with different departments to achieve a common goal: customer success. Why Join Us? Impactful Work: Opportunity to make a significant impact on the company's growth and success. Innovative Environment: Be part of a dynamic, fast‑paced setting that encourages innovation and creativity. Professional Growth: A culture that promotes learning and professional development. Competitive Compensation: Enjoy a competitive salary, equity and comprehensive benefits, including a hybrid work model, from our conveniently located Metrotown office. #J-18808-Ljbffr