Technical Support Engineer

Intaker is a fast-growing, AI-native SaaS company that helps law firms capture and convert leads through chat widgets, AI agents, and CRM/workflow automation. We are looking for a Technical Support Engineer to be the first line of technical investigation for our customers; triaging reported issues, reproducing them, resolving what can be resolved, and escalating confirmed defects to engineering with evidence that lets them act immediately.

This is a hands-on technical role, not a scripted help desk. You will read logs, write SQL queries, debug in the browser, and work daily with AI-assisted tooling; with mentorship from Software and QA Engineers and a clear growth path toward senior support or software engineering.

Location: Encino, CA (Hybrid: Onsite Monday - Thursday, remote on Fridays)

Employment Type: Full-time

Who You Are

• You are a methodical troubleshooter; you enjoy figuring out why something broke, not just making the symptom go away.
• You communicate clearly with both technical and non-technical people, in writing and on calls.
• You take ownership of a problem until it is resolved or handed off with everything the next person needs.
• You learn quickly and want to master a modern production SaaS stack.
• You stay patient and professional with frustrated customers.

Tech Stack You'll Work With

• Languages & Frameworks: C#/.NET, Angular/TypeScript, SQL
• Data & Search: SQL Server / Azure SQL, Elasticsearch
• Cloud & Infrastructure: Microsoft Azure, Kubernetes, Docker
• Support & Debugging: Grafana and centralized logging, browser developer tools, REST APIs and webhooks, Jira, AI-assisted tools

Responsibilities

• Ticket Ownership: Triage, investigate, and resolve inbound customer tickets end to end; keep customers informed with clear, timely updates.
• Reproduce & Diagnose: Reproduce reported issues across the chat widget, AI agents, dashboard, and integrations; isolate root causes methodically.
• Data Investigation: Write SQL queries and search application logs to trace what actually happened.
• Web Debugging: Use browser developer tools, HAR captures, and API inspection to diagnose front-end and connectivity issues.
• Escalation Quality: Escalate confirmed defects to engineering with reproduction steps, evidence, and customer impact; so engineers can act without re-investigating.
• Knowledge Base: Document meaningful resolutions in the support knowledge base so repeat issues resolve faster.
• AI-Assisted Work: Use AI tooling to accelerate investigation, drafting, and documentation.

Requirements

• Bachelor's degree (Computer Science or a related technical field preferred), completed or expected before your start date.
• Strong troubleshooting and analytical skills: you isolate causes methodically instead of guessing.
• Hands-on experience with at least one programming language; C#, Angular/TypeScript, and SQL are preferred.
• Ability to read and write basic SQL queries.
• Clear written and verbal communication; comfortable explaining technical topics in plain language to non-technical customers.
• Ability to work onsite at our Encino, CA office Monday through Thursday.

Preferred Qualifications

• Experience in a technical role (technical support, QA, IT, DevOps, or software development).
• Experience with Microsoft Azure, Kubernetes, SQL Server, or Elasticsearch.
• Familiarity with web debugging: browser developer tools, HTTP/REST APIs, webhooks.
• Familiarity with logging or monitoring tools (Grafana, Loki, or comparable).
• Experience with ticketing systems (Jira, Zendesk, or similar).
• Practical use of AI-assisted developer or support tooling.
• Customer-facing experience of any kind; prior exposure to CRM or legal-technology products.

What Success Looks Like

• Customers receive fast, clear, professional responses and reliable follow-through.
• A growing share of issues is resolved at first touch, without escalation.
• Escalations arrive with reproduction steps and evidence, and engineering can act on them immediately.
• The knowledge base grows with every resolved ticket, and repeat issues get resolved faster each time.
• Within the first year, you independently investigate issues across the full stack — from the browser to the database.

Compensation and Benefits

• Base Salary: $65,000–$78,000 per year, based on experience and qualifications.
• Annual Bonus: Up to 15% of base salary, subject to performance.
• Healthcare: Medical, dental, and vision plan options.
• Retirement: 401(k) with an employer match of up to 4%.
• PTO: Flexible PTO and paid company holidays.

Perks

• AI-Enabled Workflow: access to AI subscriptions and modern tooling.
• Mentorship & Growth: a clear path toward senior support or software engineering roles.
• Collaborative Culture: work with people who value ownership and clarity.
• Team-building events.

Working Arrangement

Hybrid: onsite at our Encino, CA office Monday through Thursday, remote on Fridays. Occasional flexibility outside standard business hours may be needed for urgent customer issues.

If you love solving puzzles and helping people, we would love to meet you — complete our quick interactive application chat to apply.

We can't wait to see you at Intaker!

Intaker is an equal-opportunity employer. Employment decisions are based on qualifications, merit, and business needs without discrimination based on any characteristic protected by applicable law.