Support Engineer

About Us:

Fieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners specifically within cybersecurity privacy and financial audit. Put simply we build software for the people who enable trust between businesses.

Were based in San Francisco CA but built as a remote-first company that enables you to do your best work from anywhere. Were backed by top investors including Bessemer Venture Partners 8VC Floodgate Y Combinator DNX Ventures Global Founders Capital Justin Kan Elad Gil and more.

We value diversity in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguides team is inclusive driven humble and supportive. We are deliberate and self-reflective about the kind of team and culture that we are building seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each others growth.

As an early stage start-up employee youll have the opportunity to build out the future of business trust. We make audit practitioners lives easier by eliminating up to 50% of their work and giving them better work-life balance. If you share our values and enthusiasm for building a great culture and product you will find a home at Fieldguide.

About the Role:

As a Technical Support Engineer youll remove roadblocks for customers encountering technical challenges across Fieldguides Auditing Platform. Youll apply deep product expertise to diagnose and resolve issues conduct hands-on technical work and guide customers toward successful outcomes with Fieldguide.

What Youll Do:

• Take end-to-end ownership of customer support cases prioritizing effectively and delivering clear actionable solutions over email and via screen shares.

• Investigate error messages and unexpected behavior identifying root causes and sharing precise technical fixes that unblock customers.

• Perform configuration and environment tuning to align customer setups with platform best practices and client requirements.

• Build expertise in your SME domains steadily deepening knowledge of advanced product capabilities.

• Employ technical utilities such as session replay log review browser developer tools and API clients like Postman for deep-dive troubleshooting.

• Partner with Product and Support to create and maintain Knowledge Base content that benefits customers and supports AI enablement.

• Join daily standups to review active tickets align on priorities and collaborate on solutions with support teammates.

• Monitor and contribute to internal Slack threads assisting cross-functional teams on complex issues and sharing insights from your SME areas.

If youre excited about the mission and have strong adjacent experience wed still love to hear from you even if you dont meet 100% of the criteria above.

About You:

• 3 year of experience in Technical Support IT or another technical discipline.

• High emotional intelligence with strong judgment on customer urgency and a commitment to timely empathetic and accurate support.

• Demonstrated critical thinking skills for troubleshooting diagnosing and resolving customer-reported technical issues.

• Strong technical aptitude with the ability to rapidly learn complex products and evolving platform features.

• Excellent written and verbal communication capable of explaining technical concepts to both technical and non-technical audiences.

• Collaborative mindset with experience partnering across Engineering Product Customer Success and other teams.

• Proven multitasking prioritization and time management in fast-paced environments.

Nice-to-have experience:

None of these are required but background in any of the following areas would be a bonus:

• Background in a B2B SaaS setting

• Highly self-motivated and autonomous capable of managing priorities and driving customer outcomes while working independently for most of the day.

• Familiarity with ticketing tools such as Shortcut or JIRA for case management and escalations.

• Comfort with basic SQL queries API debugging or data integration concepts.

• Knowledge of auth standards and protocols such as OAuth SAML and SSO.

• Hands-on experience with AI-enabled support tools and automation.

• Experience with session replay or log analysis for debugging customer scenarios.

• Degree in a relevant field for example Information Systems Information Technology Business Accounting Engineering Communications Technical Writing or a related area.

More about Fieldguide:

Fieldguide is a values-based company. Our values are:

• Fearless - Inspire & break down seemingly impossible walls.

• Fast - Launch fast with excellence iterate to perfection.

• Lovable - Deliver happiness & 11 star experiences.

• Owners - Execute & run the business with ownership.

• Win-win - Create mutual value & earn trust for life.

• Inclusive - Scale the best ideas with inclusive teams.

Some of our benefits include:

• Competitive compensation packages with meaningful ownership

• Flexible PTO

• 401k

• Wellness benefits including a bundle of free therapy sessions

• Technology & Work from Home reimbursement

• Flexible work schedules