Ketch is a Series B, well-funded startup that’s focused on developing first-in class innovation around the domain of data management and privacy. Our vision is an intelligent, pervasive data fabric that respects the data rights of people and businesses. We envision a world in which societies, governments, businesses, and citizens move from rules to tools that respect our data dignity, and enable all stakeholders to responsibly harvest the gains of a data-driven economy. Ketch gives businesses and software engineers a coordinated set of APIs, applications, and infrastructure to help businesses exert perfect control over every scrap of responsibly gathered data.

Backed by a strong investment team, and led by a multi-exit leadership team, we are ambitious to grow the product with strong passionate leaders who strike the balance of product vision AND execution, who don’t mind folding up their sleeves to do what it takes for us to achieve our goals. In short, a Thinker-Doer with Grit! Our founding principles are summarized in this YouTube video: https://youtu.be/Y2kHLmH6Mrc

Role Overview:

The Customer Support Engineer plays a critical role in resolving customer issues efficiently, managing the support desk, and providing expert guidance on complex technical matters. This position requires strong problem-solving skills, hands-on experience with APIs, scripting, and modern web technologies, and close collaboration with engineering and product teams to enhance troubleshooting tools and customer self-service capabilities.

This is an on-site role based out of the San Francisco HQ 3 days a week.

Key Responsibilities

Solve technical issues promptly, ensuring customers are unblocked as quickly as possible to maintain business continuity.
Manage the support desk and portal, ensuring efficient tracking, resolution, and communication of customer issues.
Act as the technical subject matter expert (SME) for Customer Experience Leads and customers technical teams, providing guidance and support on complex technical matters.
Collaborate with engineering and product teams to build troubleshooting tools that enhance operational efficiency and customer self-service.
Create and maintain a robust knowledge base to enable customers to resolve common issues independently.
Research and analyze customer issues, synthesize findings, categorize recurring problems, and provide actionable insights to product teams to drive key improvements.

About You

You have 5+ years of experience in software development, solution architect, or technical support within the technology industry, ideally at an enterprise cloud-based software company.
You have experience tailoring technical solutions, including websites, mobile apps, and integrations, to meet specific business requirements with minimal redevelopment.
You are proficient in RESTful and SOAP APIs and skilled in identifying and addressing integration issues to enhance data flow, security, and efficiency.
You have hands-on experience with scripting languages like Python, JavaScript, or Ruby, and can modify scripts to automate processes and improve system functionality.
You are adept at using tools like Postman to test and troubleshoot APIs, ensuring correct functionality and resolving anomalies.
You have strong experience developing dynamic and static websites using modern technologies such as HTML5, CSS3, JavaScript, and frameworks like React, Angular, or Vue.js.
You are familiar with creating cross-platform mobile applications using tools like React Native, Flutter, or native environments (Swift, Kotlin).
You have extensive experience integrating third-party services and tools into applications, with knowledge of OAuth, API keys, and authentication protocols.
You understand scalable distributed systems and have experience with container orchestration tools such as Docker, Kubernetes, or Helm (a plus).
You have working knowledge of databases like Oracle, MySQL, Postgres, MongoDB, and cloud storage technologies such as Amazon S3 or Google Cloud Storage (a plus).
You are skilled at building relationships with stakeholders across R&D, sales, and engineering teams.
You possess excellent oral, written, and interpersonal communication skills.