Technical Support Engineer, Austin

Who Are We

Postman is the worlds leading API platform used by more than 45 million developers and 500000 organizations including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaborationenabling users to create better APIs faster.

The company is headquartered in San Francisco and has offices in Boston New York Austin Tokyo London and Bangalore - where Postman was founded. Postman is privately held with funding from Battery Ventures BOND Coatue CRV Insight Partners and Nexus Venture Partners. Learn more at or connect with Postman on X via @getpostman.

P.S: We highly recommend reading The API-First World graphic novel to understand the bigger picture and our vision at Postman.

The Opportunity

We seek a Technical Support Engineer to join our team and deliver excellent service for a leading global SaaS company with millions of users. You will engage with customers both technical and non-technical on a personal level across multiple support channelsincluding phone support. Familiarity with key languages like JavaScript and PHP is highly valued. Dont hesitate to apply even if you dont meet all the requirementswe welcome applicants from diverse backgrounds including those without customer-facing experience.

Location requirement: This role is open to candidates based in Austin TX or New York NY.

Timezone alignment: This role is aligned to US Eastern Time (ET).

What Youll Do

• Becoming a technical expert on the Postman platform
• Taking ownership of customer reported issues and seeing problems through to resolution
• Researching diagnosing troubleshooting and identifying solutions to resolve customer issues
• Working with engineering product and customer teams to ensure speedy resolution
• Streamline process run experiments build/maintain internal tools build proofs-of-concepts for users
• Contributing to our FAQs which serve as our customers knowledge base
• Interacting with Postmans developer community of 15 million via our support channels our public Github issue tracker and the community
• Achieving key metrics around CSAT responsiveness and # of iterations to a successful resolution
• Providing real-time customer support via phone (and/or screen-sharing when appropriate) including triage troubleshooting escalation coordination and clear follow-ups in writing
• Participating in weekend coverage to support customers outside of standard weekday hours ensuring consistent responsiveness and handoffs across a globally distributed team

About You

• 2 years of experience doing technical product support for a modern / SaaS product
• Previous experience with API Development / SaaS products
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Very comfortable with technical concepts great analytical skills and can explain how Postman works to a range of audiences
• Familiarity with software products in general basics of networking fundamentals of REST APIs and how the web works
• Able to work asynchronously with a globally-distributed team
• Familiarity with support platforms like Jira Github and Confluence
• Comfortable providing customer support over the phone including explaining technical concepts live guiding troubleshooting steps and maintaining a calm structured approach during high-urgency issues
• Able to work standard hours aligned to US Eastern Time (ET)
• Participate in weekend coverage as part of the role (via a rotating schedule or shifted week); timing and frequency may evolve as the team grows

The reasonably estimated base salary for this role ranges from $67400 to $91000 plus a competitive equity package. Actual compensation is based on the candidates skills qualifications and experience.

What Else

In addition to Postmans pay-on-performance philosophy and a flexible schedule working with a fun collaborative team Postman offers a comprehensive set of benefits including full medical coverage flexible PTO wellness reimbursement and a monthly lunch stipend. Along with that our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected while our donation-matching program can support the causes you care about. Were building a long-term company with an inclusive culture where everyone can be the best version of themselves.

At Postman we embrace a hybrid work model. For all roles based out of San Francisco Bay Area Boston Austin Tokyo Bangalore Hyderabad London and New York employees are expected to come into the office 3-days a week. We were thoughtful in our approach which is based on balancing flexibility and collaboration and grounded in feedback from our workforce leadership team and peers. The benefits of our hybrid office model will be shared knowledge brainstorming sessions communication and building trust in-person that cannot be replicated via zoom.

Our Values

At Postman we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes but also our work we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

Equal opportunity

Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender perception or identity national origin age marital status protected veteran status or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.