What are the responsibilities and job description for the Customer Support Engineer position at SquaredUp?
Location: Remote MA
Join us to help define a new era of operational intelligence.
Our dashboards are used by modern IT and engineering teams to turn data into smarter decisions. Our happy customers include major brands around the world, from McLaren and New Balance to the US House of Representatives and the City of Sydney. This is only the start of our journey to unlock the power of data for everyone.
We’re looking for an experienced Customer Support Engineer who’s ready for an exciting challenge and real opportunities for growth.
This is a unique, US-based role: you’ll be our first dedicated technical support resource in the US, joining a small, close-knit team led by the company founder. You’ll collaborate daily with colleagues in the UK (where SquaredUp is headquartered) and India. This expansive position offers excellent career development potential – whether you see yourself growing into a Solutions Engineer, Developer Relations Engineer, or a similar role.
What you’ll do
You’ll provide world-class support for our SaaS product, helping customers get the most from integrations with tools like Azure, AWS, VMware, Jira, Azure DevOps, GitHub, Microsoft 365, Splunk, and ServiceNow. Our customers range from small startups to some of the world’s largest enterprises.
You’ll primarily support customers in US and Canadian time zones (Eastern business hours required). We provide support in English, so excellent written and verbal English skills are essential. Additional languages – French, Spanish, or Portuguese — are a plus.
Core responsibilities
•Respond to support tickets with clear, timely communication and troubleshooting
•Provide support primarily by email, with occasional live chat
•Join live customer calls when deeper troubleshooting or guidance is needed
•Reproduce and investigate issues in lab environments
•Escalate and provide feedback to our engineering teams
•Collaborate with global support colleagues
•Stay current on new features and capabilities
•Contribute to the knowledge base and community forums
You’ll bring
•Excellent customer-facing skills with proven experience in listening, problem solving, and clear written/verbal communication
•Organised, self-motivated, and curious — equally comfortable handling routine work and proactively learning new skills
•Experience supporting browser-based SaaS products
Nice to have
•Experience with cloud, ITOps, observability, or DevOps platforms
•Experience troubleshooting and querying APIs
•Familiarity with data analytics, reporting, or dashboarding tools
Why SquaredUp
We’re on a mission to change how IT and engineering teams work with data. Our advanced dashboards cut through complexity, giving our users clear insights. Our Operational Intelligence platform connects data from your entire tech stack, helping teams make faster, smarter decisions that deliver real, measurable results
What Makes Us Different
We’re not just building an incredible product—we’re building a company with purpose.
A Great Place to Work, our culture is the heartbeat of everything we do. We’re thrilled to have become a Certified B Corp, a huge milestone that reflects our commitment to doing business the right way. We believe in innovation with integrity, and we’re passionate about making a positive impact on our people, our customers and the planet.
You will be joining a company that believes in ownership from day one, where everyone is empowered to grow and take on accountability.
Rewards & Perks
Competitive Compensation:
- Competitive salaries
- Comprehensive benefits package including:
- Medical, Dental and Vision insuranceP
- 401K plan with Company matchLife insurance
- 20 days PTO plus a day off for your birthday.
- You will have the opportunity to share in the success of the organisation through participation in our discretionary bonus and share options scheme.
- Home based set you up payment.
We recognise potential, whoever you are
We are an equal opportunities employer; and you are welcome here regardless of your age, disability, gender identify, religious beliefs, sexual orientation, socio-economic background or any protected characteristics.
We encourage you to notify us of any adjustments or accommodations you may require to support your application.