Support Engineer North America

Cut admin & boost hires with Carv's Interview AI. In our own words, the future of recruitment.

At Carv, we're at the forefront of developing cutting-edge SaaS solutions tailored to the recruitment services industry. Our platform empowers recruitment agencies and in-house teams to optimize their operations, eliminate admin, and deliver unparalleled value to their clients and stakeholders.

What do we look for?

We are seeking a skilled and highly motivated Support Engineer to join our dynamic team. In this role, you will be the primary point of contact for customers needing technical support, troubleshooting issues, and ensuring seamless interactions between customers, our development team, and other departments. You will contribute to the overall success of our platform by solving complex technical issues, providing effective support, and facilitating communication across teams to enhance the customer experience.

Key Responsibilities :

Customer Support :

Act as the primary technical point of contact for customers, handling incoming support requests via email, chat, or phone.

Investigate, diagnose, and troubleshoot customer issues related to the platform, ensuring timely resolution.

Provide clear and thorough explanations of technical concepts to non-technical customers.

Escalate unresolved issues to the appropriate development or technical team, while keeping customers informed throughout the process.

Technical Tasks & Issue Resolution :

Perform basic debugging, issue analysis, and troubleshooting, including reviewing system logs and identifying root causes of problems.

Collaborate with the development team to replicate issues, understand software updates, and provide feedback for product improvements.

Test new features, releases, or updates and provide feedback based on customer-facing scenarios.

Collaboration with the Development Team :

Work closely with the development team to communicate customer feedback, technical problems, and feature requests.

Participate in cross-departmental collaboration to identify recurring issues and suggest potential improvements or solutions.

Documentation and Knowledge Sharing :

Maintain and update support documentation, FAQs, and internal resources to help resolve common issues quickly and efficiently.

Contribute to creating knowledge base articles and best practice guides for customers and internal teams.

Customer Experience & Relationship Building :

Foster strong, positive relationships with customers, ensuring they feel supported and valued throughout their journey.

Proactively reach out to customers to offer assistance and ensure continued satisfaction with the product.

Continuous Learning & Improvement :

Stay current with industry trends, AI technologies, and product updates to ensure the highest level of support.

Actively contribute to internal discussions to improve support processes and enhance customer satisfaction.

Why Join Us?

This is your chance to be part of a forward-thinking company that is revolutionizing recruitment with AI-driven solutions. With leadership that brings 15+ years of SaaS and recruitment tech experience, you’ll be joining a fast-moving, high-potential environment.

What’s in It for You?

Competitive compensation package : Be rewarded for your impact.

Healthcare : 100% medical coverage

Stock options : Share in our growth and success.

Top-tier tools : MacBook Pro and a personal development budget.

Flexibility : Enjoy a hybrid work setup.

Career Growth : Opportunity to advance in a growing, innovative company.

Join Carv and be part of the future of recruitment!

Experience

2+ years of experience in a technical support or customer support role, ideally in a B2B SaaS environment.

Familiarity with AI-driven platforms, recruitment technologies, or HR tech is a plus.

Proven ability to troubleshoot software, platform, and technical issues in a fast-paced environment.

Skills

Strong technical troubleshooting skills, with the ability to diagnose and resolve issues related to software, systems, and integrations.

Basic technical literacy on topics like the ability to read JSON structure, knowledge of the basics of API integrations, and familiarity with database structures, etc.

Excellent written and verbal communication skills with the ability to clearly explain complex concepts to non-technical users.

Strong attention to detail and ability to prioritize and manage multiple tasks efficiently.

Experience with tools such as JIRA, Zendesk, or similar issue-tracking platforms is a plus.

Familiarity with API integrations and cloud-based services is a plus.

Attributes

A customer-centric mindset with a passion for helping others.

Proactive, self-motivated, and solution-oriented, with the ability to think critically and work independently.

Strong collaboration skills with the ability to work effectively across teams.

Ability to thrive in a fast-paced, evolving startup environment.

Education

A degree in Computer Science, Information Technology, or a related field, or equivalent experience, is preferred.