We are seeking a Technical Support Engineer to own the support process end-to-end for non-enterprise customers, assist with technical issues, and provide hands-on assistance for new and prospective customers.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Position: Technical Support Engineer
Location: Remote - Open to candidates in Latin America and South Africa
Working hours: First 90 days, 9:00 AM–6:00 PM Barcelona time (UTC+2, Central European Summer Time), thereafter flexible as agreed upon.
Employment Type: Full-time, long-term, and ongoing independent contractor agreement
About Us
We are an open-source feature flag and remote configuration platform used by engineering teams to safely release and manage software features. It allows companies to turn features on or off for different users, environments, or customer segments without redeploying code. This enables faster releases, safer rollouts, A/B testing, and gradual feature rollouts, especially in high-scale or high-risk environments like fintech, healthcare, and enterprise SaaS. We help companies ship software faster while reducing release risk and improving control over product experimentation.
Our 100% remote, global team is deeply rooted in engineering and built for people who want to make a tangible impact rather than being a cog in a machine. Fueled by rapid growth and exceptional customer retention, we are actively expanding our engineering team and looking for passionate technophiles to join our journey.
What We’re Looking For
We are looking for someone who wants to put their computer science foundation to work from day one. You are motivated by real problems and real customers. You enjoy debugging unexpected behavior, diving deep into technical issues, and want to develop a strong understanding of modern software development through the lens of feature flagging. You are excited by the challenge of working with multiple technologies and programming languages.
What You’ll Do
- Own the support process end-to-end for non-enterprise customers, from first response through to resolution.
- Assist the Customer Success team with initial triage and reproduction of technical issues raised by enterprise customers across multiple different deployment types, and multiple programming languages. Examples of scenarios include:
- Integration issues in our customer’s applications
- Technical faults in our SaaS platform
- Answer technical questions and provide hands-on assistance for new and prospective customers.
- Escalate confirmed bugs directly to engineering with clear reproduction steps and impact context.
- Over time, use your support knowledge as a foundation to grow in the direction that suits you best, whether that's contributing directly to the product, or moving into a customer success role.
What You’ll Bring
- A Computer Science degree or similar STEM qualification.
- Strong technical fundamentals and the ability to pick up new technologies quickly.
- Excellent troubleshooting skills, with demonstrated ability in root cause analysis across multiple technologies.
- Understanding of modern software development best practices.
- Strong written communication skills.
- A keen curiosity for all things technical.
- A love of open-source technologies, and contributions to multiple open-source projects.
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Nice to Haves
- Professional experience in a technical support or engineering role.
- Customer-facing experience, even informal such as tutoring or mentoring.
- Experience working with feature flagging technologies.
Ideal Candidate:
A CS/SE grad (Bachelor's or Master's) with a developer persona interested in customer-facing work.
Required Skills:
- Scripting
- Database understanding
- Linux commands
- General back-end and front-end knowledge
Career Path: The role is a growth opportunity, not a pure support job.
- Why: Low support volume leaves capacity for high-impact work (e.g., docs, process improvement).
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Potential Tracks:
- Sales Engineering, Customer Success, or Support Org Leadership.
To move forward successfully share the following to Sammy@somwhere.com :
- A short cover letter:
- Explaining why you would be a strong fit for the role. Use this as an opportunity to pitch yourself directly to the client by highlighting your relevant experience, achievements, and motivation for applying.
- Include the reasons for leaving your last 3 roles and share your long-term career plans. We value long-term commitment and want to ensure a stable, mutually beneficial working relationship going forward.
- What is your current and expected monthly salary in USD?
- What is your notice period ?
- An updated CV. Ensure it highlights your key skills and experience you have relevant to the role.
- A video introduction link where you introduce yourself and summarize your experience and key achievements. You don’t need to mention the specific role you are applying for—keep it general by highlighting your background, expertise, and what you can bring to your next role. Use Google Drive and ensure that the link is unrestricted, viewable by anyone with the link and does not expire. Ensure your full name or contact details are not visible on this public link.
Tips for a professional, well-presented video:
- Record in a quiet, well-lit space
- Dress professionally, as you would for an interview.
- Do not read from a script
- Ensure your device is fixed and stable
- Here are some examples should you need it: https://www.youtube.com/@somewheredotcom/shorts
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