Customer Support Engineer (Remote - ET)

At TixTrack, we support our clients by creating superior ticketing solutions for performing arts and cultural institutions through a combination of modern technology, beautifully simple design, and the art of listening.Headquartered in the heart of the Broadway Theatre District, NYC, we are a small, but growing team of hardworking, highly motivated individuals. We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.Our core product, Nliven, is a real-time platform that helps venues manage ticket sales efficiently while creating a more engaging buying experience for customers. With a presence across both the US and UK, we are anticipating robust growth in 2026.Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.About The RoleThe Customer Support Engineer provides the first line of engineering and technical support after traditional customer support channels are unable to resolve a production system issue or technical question. This role serves as the gatekeeper between Ticketing Services team members collaborating directly with customers and the Engineering / Product teams to improve both customer relationships and the Nliven product. This position reports directly to the VP of Customer Experience.This position is full-time and fully remote. Candidates are preferred to be located in the Eastern timezone, ideally in New York, Connecticut, or New Jersey. We will also consider candidates in Florida, Virginia, North Carolina, South Carolina, as well as these Central timezone states: Louisiana, Wisconsin, Minnesota, and Texas. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office.About YouYou bring a strong technical foundation and can comfortably read and interpret code (C#, JavaScript, SQL, CSS), using that knowledge to troubleshoot complex production issues and clearly communicate findings to both technical and non-technical audiences.You are naturally curious and analytical, with a proven ability to diagnose issues using logs, telemetry, and system behavior, and you take ownership of problems through to resolution.You thrive in a cross-functional environment, partnering effectively with Customer Experience, Product, and Engineering teams to translate real-world customer challenges into actionable insights, bug reports, and product improvements.You are highly organized and detail-oriented, able to manage multiple priorities while maintaining a strong customer-first mindset and contributing to documentation, knowledge bases, and scalable support processes.What You'll DoAssist customers and internal team members in troubleshooting technical challenges raised via customer calls or Hubspot tickets and ensure the product and its features work as intended.Identify features that do not work as intended and file bug reports in Jira for the product team evaluation and prioritization.Liaise internally with various Engineering sub-teams, when necessary, based on technical challenges and support cases.Link bug and feature request tickets logged in Jira to Hubspot tickets and communicate back to Ticketing Services when related items are worked on and released/fixed by the Development team.Collaborate with Product / Ticketing Services on process for tracking support-related bugs and feature requests - logging and prioritization.Contribute actively to Product / Ticketing Services knowledge bases and other product-related and technical documentation.Develop flowcharts, layouts, and/or documentation to identify requirements and propose solutions.Work closely with customers and cross-functional departments to communicate API and integration capabilities of the system.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.What You'll BringMinimum RequirementsBachelor’s degree in Computer Science, Engineering, or related field.At least 2 years of software engineering or development experience and/or previous experience in a technical customer support role.Hands-on experience with ability to read, interpret, and summarize C#, Javascript, CSS, and SQL.Proven experience with Google Analytics and Google Tag Manager for tracking and data layer implementation, along with proficiency in custom CSS for front-end styling and customization.Hands-on experience reading system telemetry: logs, dashboards, and monitors.Experience with cloud-based infrastructure, DNS, networking, storage, logging, and monitoring tools is a plus.Understanding of software development and testing methodologies and deployment practices is a plus.Essent