Product Support Engineer

Postman is the world’s leading collaboration platform for API development. The Postman API Platform’s features simplify each step of the API lifecycle so that individuals and enterprises can create better APIs—faster. More than 25 million developers and 500,000 organizations worldwide use Postman today. Together, we are building the API-first world.

Our customers are doing more and more astounding things with the Postman product every day, and as a result, we are growing rapidly.  We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

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. Familiarity with key languages like JavaScript, Node.js, and PHP is highly valued. Don't hesitate to apply even if you don't meet all the requirements - we welcome applicants from diverse backgrounds, including those without customer-facing experience.

• 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 customer’s knowledge base

• Interacting with Postman's 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

• 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

This is a hybrid role based in either New York City or Boston & the reasonably estimated OTE for this role ranges from $78,604.60 to $149,500.00 & a competitive equity package. Postman has an informal and fun working team environment. We believe in a hybrid workplace that improves our shared knowledge, creates space for innovation, enhances team collaboration, and further strengthens our core values and culture. We offer a competitive salary and equity package, medical, dental, vision, and cool perks, and our offices include complimentary stocked drinks, snacks, and ergonomic workspaces to keep you comfortable and healthy. Our employees enjoy unlimited PTO because we believe everyone should take the time off needed to refresh, relax, and reflect. Our wellness program offers fitness-related reimbursements, a meal stipend, home office set-up reimbursement, internet reimbursement, book reimbursements for professional development, and a training platform for continued learning and education for personal growth. Also, our donation-matching program can support causes you care about. We’re creating a long-term company, and we want you to be part of it. Join us and become a Postmanaut.

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 Web site 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.

Postman will consider for employment qualified applicants with arrest and conviction records where directed under applicable law, such as pursuant to the San Francisco Fair Chance Ordinance.

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 failures. In 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.

And we want you to be part of it all.