What are the responsibilities and job description for the Technical Support Engineer (SF) position at Gem?
About Gem
Gem is the only AI-first all-in-one recruiting platform. It brings together your ATS, CRM, sourcing, scheduling, and analytics — plus 800 million profiles to source from — with AI built into every workflow. By eliminating the headaches of juggling multiple tools, Gem helps customers boost recruiter productivity by up to 5x while saving 30-50% on technology costs. Over 1,000 organizations — from startups to industry leaders like Zillow, DoorDash, and Asana — trust Gem to fuel their growth. With an industry-leading 4.8/5 rating on G2, Gem is the platform recruiters actually love to use. Gem has raised $148M from renown investors including Accel, Greylock, ICONIQ, Sapphire, and Meritech.
With Gem, you can experience the power of a truly connected recruiting platform — one consistent interface, unified data, smarter AI recommendations, and simplified permissions. Our customers achieve remarkable results.
Just As We Strive To Help Our Customers Find Great Talent, We Also Invest In Our Own People And Culture. We Are Proud Of The Culture We’ve Built And Have Recently Been Recognized As
The customers are at the center of everything we do at Gem. As a member of the Technical Support Engineering team for the San Francisco office, you’ll be crucial in ensuring our customers can get the most out of Gem. You’ll be working directly with customers, Product, Engineering, Sales, and the rest of the Customer Success organization to provide a best-in-class support experience for our users, and be a resource and product expert for our TSEs and Customer Success org. You’ll be a continuous source of insight for EPD (Engineering, Product, and Design), and will always be advocating for our users.
Responsibilities
You can read more about our company values here.
Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at accommodations@gem.com we’ll work with you to meet your accessibility needs.
Gem’s Candidate Privacy Notice
By clicking “Submit Application”, you acknowledge and agree that you have read and understand Gem’s Candidate Privacy Statement, including the information provided on how Gem processes your personal data and your related rights as set forth therein.
Gem is the only AI-first all-in-one recruiting platform. It brings together your ATS, CRM, sourcing, scheduling, and analytics — plus 800 million profiles to source from — with AI built into every workflow. By eliminating the headaches of juggling multiple tools, Gem helps customers boost recruiter productivity by up to 5x while saving 30-50% on technology costs. Over 1,000 organizations — from startups to industry leaders like Zillow, DoorDash, and Asana — trust Gem to fuel their growth. With an industry-leading 4.8/5 rating on G2, Gem is the platform recruiters actually love to use. Gem has raised $148M from renown investors including Accel, Greylock, ICONIQ, Sapphire, and Meritech.
With Gem, you can experience the power of a truly connected recruiting platform — one consistent interface, unified data, smarter AI recommendations, and simplified permissions. Our customers achieve remarkable results.
Just As We Strive To Help Our Customers Find Great Talent, We Also Invest In Our Own People And Culture. We Are Proud Of The Culture We’ve Built And Have Recently Been Recognized As
- Forbes America's Best Startup Employers 2025
- Great Place to Work Certified, 2024
- Fortune Best Workplaces for Millennials, 2023
The customers are at the center of everything we do at Gem. As a member of the Technical Support Engineering team for the San Francisco office, you’ll be crucial in ensuring our customers can get the most out of Gem. You’ll be working directly with customers, Product, Engineering, Sales, and the rest of the Customer Success organization to provide a best-in-class support experience for our users, and be a resource and product expert for our TSEs and Customer Success org. You’ll be a continuous source of insight for EPD (Engineering, Product, and Design), and will always be advocating for our users.
Responsibilities
You can read more about our company values here.
- Become a product expert for Gem, learning about all facets of the product and using that knowledge to assist our customers with their most challenging questions.
- Provide customized and data-informed recommendations and solutions for customer challenges, always keeping in mind the user experience.
- Facilitating the creation of technical documentation to train TSEs and CSMs on more complicated parts of the product.
- Coordinate, organize, and manage support workstreams for large product rollouts
- Document recurring product issues to help triage customer issues, drive and improve product quality, and impact product roadmaps.
- You exude empathy and genuinely care about helping users get to the root of the problem and effectively solving their problems.
- 4 years of experience working in a support role (SaaS experience preferred)
- Excellent written and verbal communication, especially when explaining technical concepts to less-technical users.
- Comfortable in a user-facing role, interacting with both customers and our EPD teams to ensure customer needs are met.
- Ability to work in a highly cross-functional environment.
- Openness and honesty when you don’t know the answer, and the drive to find one.
- Familiar with OAuth, and basic web troubleshooting
- A self-starter who is comfortable taking the initiative to resolve issues in ways they deem fit.
- Nice to have: Basic understanding of Javascript, SQL, HTML,, APIs, and comfortable looking at and using Chrome’s Console and developer tools.
Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at accommodations@gem.com we’ll work with you to meet your accessibility needs.
Gem’s Candidate Privacy Notice
By clicking “Submit Application”, you acknowledge and agree that you have read and understand Gem’s Candidate Privacy Statement, including the information provided on how Gem processes your personal data and your related rights as set forth therein.