Note: The job is a remote job and is open to candidates in USA. Remarcable is a Series A–funded SaaS company revolutionizing how contractors work. The Support Engineer role involves helping customers troubleshoot software issues, managing support cases, and collaborating with various teams to enhance customer experiences.
Responsibilities
- Triage inbound support cases, classify issues, and identify next steps
- Own support tickets end-to-end with clear, consistent communication
- Use structured troubleshooting to investigate system behavior and workflow logic
- Document reproducible steps and escalate with detail when appropriate
- Perform light data investigation using Excel and basic SQL (or willingness to learn)
- Support Delivery Services with stock uploads, tool uploads, and configuration tasks
- Identify workflow anomalies and surface potential defects or mapping issues
- Assist with system setup work during customer onboarding or workflow changes
- Communicate with customers via phone, video, and email
- Guide users through procurement, ordering, and tool management workflows
- Maintain a professional and solutions-focused presence in all interactions
- Collaborate with Customer Success, Supplier teams, Engineering, and Onboarding
- Document troubleshooting steps, case patterns, and internal knowledge articles
- Participate in team knowledge-sharing to improve overall technical proficiency
Skills
- Strong communicator comfortable with calls and video conversations
- Resourceful, curious, and proactive in researching issues before escalating
- Calm under pressure and able to manage multiple open cases
- Detail-oriented with strong follow-through
- Experience in SaaS support, service desk, IT support, or a technical customer role
- Strong Excel skills; familiarity with SQL or eagerness to learn
- Comfort with troubleshooting workflows and identifying patterns
- Ability to learn new software systems quickly
- Exposure to construction, distribution, manufacturing, or supplier workflows
- Exposure to Accounting and AP/AR functions
- Experience supporting ERP, CRM, or procurement systems
- Familiarity with QuickBooks, Sage, Vista, Acumatica, or similar platforms
Benefits
- Medical, Dental, Vision, STD and Life insurance (100% Company-paid for the Employee)
- 401(k) with company match
- Bonus potential
- PTO: Two weeks per year in the 1st year
Company Overview
Remarcable is a cloud-based firm that provides automated shipping status, special pricing, digital order ack, and invoice services. It was founded in 2018, and is headquartered in Cleveland, Ohio, USA, with a workforce of 51-200 employees. Its website is https://remarcable.co.