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Customer Support Engineer



Customer Service
Posted on Friday, August 18, 2023

What You’ll Be a Part Of:

ActionIQ (AIQ) brings order to Customer Experience (CX) chaos. Our CX Hub empowers everyone to be a CX champion by giving business teams the freedom to explore and take action on customer data, while helping technical teams regain control of where data lives and how it is used. We are backed by top-tier VCs Andreessen Horowitz, Sequoia Capital, March Capital, and First Mark Capital. Enterprise brands such as Autodesk, The Washington Post, Neiman Marcus, Hertz, and many more use our CX Hub to achieve growth through extraordinary customer experiences.

Join the AIQ Customer Support Engineering Team:

As a Customer Support Engineer (CSE), you will ensure ActionIQ Customers are happy and successful by providing a best-in-class support experience. You will be a part of a Level 2 Customer Support Engineering team, responsible for resolving escalated customer inquiries and incidents for ActionIQ’s SaaS platform. Customer Support Engineers communicate directly with customers to help resolve their requests, triage, troubleshoot and resolve AIQ platform incidents, and participate in an On Call Rotation to ensure 24/7 support coverage. You will collaborate with Professional Services, Customer Success, Product, and Engineering to ensure timely and high quality resolution of customer requests and incidents. Your impact will be felt throughout the company, and visible both internally and externally. As a critical team in a growing startup, you will also help the team continuously improve tools and processes to support ActionIQ’s growing customer base.

How You'll Contribute:

  • Drive high customer satisfaction by understanding, troubleshooting and resolving customer requests and incidents
  • Monitor, triage and resolve technical incidents and escalations that arise in AIQ’s omnichannel support queue, meeting required SLAs
  • Use existing troubleshooting guides (TSGs) and standard operating procedures (SOPs) to establish root cause for queries and provide a customer-facing root cause assessment
  • Provide how-to’s, best practices, and consultative suggestions to support customers in enabling value-add use cases
  • Participate in on call rotation, ensuring 24/7 coverage for escalated incidents
  • Balance multiple tasks with varying priorities and urgencies
  • Monitor and ensure the health of ActionIQ’s SaaS platform
  • Collaborate with Product, Engineering, Customer Success, Professional Services, and Level 1 Support to ensure quick resolution to customer challenges
  • Develop an understanding of the ActionIQ CXHub, including how the CXHub drives value for customers, and how it fits in the customer CX/martech stacks

What You Bring:

  • 1-3 years experience in customer support engineering
  • Enthusiasm for working with customers through various channels to help drive customer satisfaction
  • Strong problem solving and analytical skills
  • Clear communication and great collaboration skills
  • Understanding of computer science fundamentals (e.g., algorithms, data structures, design patterns, networking, operating systems)
  • Knowledge of the Software Development Life Cycle
  • Exposure to APIs (REST, SOAP)
  • Proficiency in at least one of the following: SQL, python or similar programming languages, command line operations in a Linux environment
  • Understanding of Monitoring & Alerting tools (Datadog, Pagerduty, Alert Manager, etc)


  • Our compensation package includes base salary, stock options, and the great benefits shown below.
    • The salary range for this role is: $65,000 - $80,000

Benefits & Perks Preview:

  • Stay Happy and Healthy: Enjoy leading Medical, Dental and Vision benefits, 401k, FSA, Commuter Benefits, Gym Reimbursement, flexible PTO and 12-weeks paid parental leave
  • Accelerate Your Career: Opportunities to explore, enhance, and expand your skill set through conferences, workshops, and access to Udemy learning courses.
  • Enjoy the View: We have a beautiful office in NYC right on Madison Square Park, and local employees come into the office on a hybrid schedule, three days a week (M, W, Th) #LI-Hybrid. Office perks include catered lunches, a stocked kitchen with beverages and snacks, and monthly social hours.
  • Join a Community: Work with a fun, inclusive, and smart team of people as we build a New York City based enterprise software company.
  • For additional information about all of our benefit offerings, check out our Careers page.

Learn from your future colleagues:

  • Learn more about the next chapter for us, our customers and the future of customer experience here.
  • To find out more about our people and Life At AIQ, be sure to visit our Medium Tech and Life blogs.

ActionIQ is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunities for all applicants and want to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. AIQ welcomes applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background.