Senior Technical Support Engineer

Job Description:

Senior Technical Support Engineer

Location

Remote

Employment Type

Full time

Location Type

Remote

Department

Engineering

ABOUT FATHOM

We think it’s insane that so many people and businesses rely on notes to remember and share insights from their meetings.

Notes are time-consuming and stressful to create while trying to hold a conversation. Even when done well, notes are a poor solution compared to hearing something first-hand.

We started Fathom to rid us all of the tyranny of note-taking, and people seem to really love what we've built so far:

🥇 #1 Highest Satisfaction Product of 2024 on G2

🔥 #1 Rated on G2 with 4,500+ reviews and a perfect 5/5 rating

🥇 #1 Product of the Day and #2 AI Product of the Year

🚀 Most installed AI meeting assistant on both the Zoom and HubSpot marketplaces

📈 We’re hitting usage and revenue records every week

We're growing incredibly quickly, so we're looking to grow our small but mighty team.

ROLE OVERVIEW

We’re hiring a Technical Support Engineer to help us deliver best-in-class support to both customers and internal teams. This is a deeply technical, hands-on role embedded in our Engineering org—working closely with our Support, Product, and Sales teams.

You’ll operate at the intersection of customer experience and technical depth: investigating issues, improving internal tooling, and writing code to resolve bugs. When things break (and they will), you’ll help us respond quickly and thoroughly—without compromising quality.

HOW YOU’LL HELP US WIN

You’ll ensure that our customers and internal teams have the insights, tools, and fixes they need—quickly and reliably. You’ll dig into our stack to identify root causes and ship code when needed, while also helping the broader team level up through better documentation, processes, and tooling.

By 1 Month

• Learn the core product features and their primary failure modes

• Begin triaging and reproducing technical issues in collaboration with Support

• Adapt existing resolution strategies (runbooks) to support pre- and post-sales workflows

• Provide targeted support to strategic customers

By 3 Months

• Independently diagnose and resolve technical issues reported by customers or internal teams

• Author pull requests to fix high-priority product bugs

• Create and update runbooks for technical triage, resolution, or sales support tasks

• Begin building or improving internal tooling for Support, Customer Success, and Sales

By 6 Months

• Drive prioritization of bug fixes and tooling improvements in partnership with Product and Support

• Regularly ship fixes and enhancements to production

• Take ownership of support engineering workflows and continue to scale our ability to solve customer issues efficiently

REQUIREMENTS

Hard skills:

• Have experience working in production environments with Ruby on Rails, TypeScript/TSX, and MySQL (or similar stacks)

• Are comfortable writing small-to-medium scoped PRs and navigating backend + frontend codebases

• Understand how to trace and diagnose issues across multiple layers of the stack

Soft skills:

• You’re deeply empathetic—motivated by helping others succeed, whether that’s customers or your teammates

• You’re curious and pragmatic, and not afraid to jump into messy or ambiguous problems

• You communicate clearly and can explain technical problems to non-technical audiences

• You work independently and prioritize well across inbound requests, bugs, and improvements

Nice To Haves:

• You’re not just a debugger—you think in systems and bring ideas for process and tooling improvements

• Experience using Fathom or a strong understanding of how it’s used in real workflows

• Familiarity with AI tooling and how people use it in day-to-day work

• Track record of building internal tooling for support, success, or sales teams

WHAT'S IN IT FOR YOU

• The opportunity to shape the foundational software services of a growing company

• A role that balances innovation and incremental improvement

• A dynamic and collaborative engineering team

• Competitive compensation and benefits

• A supportive environment that encourages innovation and personal growth

ABOUT THE INTERVIEW

• No live coding. We have no idea who thought writing code on whiteboards was a good idea but we hate it. We’re much more interested in what you’ve done and learned.

• You’ll meet the entire team. We think it’s important that you get to meet everyone you’ll be working with.

• No bullshit. Ask us anything you like. We’ve never understood why companies pretend they’re something that they’re not in the hiring process - you’re going to find out eventually so we’d rather you know who we are up front so we can both make sure this is a good fit for all involved.

• Quick turnaround time. We know you have lots of options so we move fast usually in less than a week from start to finish.