📍 Job Overview

Job Title: Technical Support Engineer
Company: Blackthorn.io
Location: Remote (US Only)
Job Type: Full-Time
Category: Technical Support, Web Infrastructure
Date Posted: June 9, 2025
Experience Level: Mid-Level (2-5 years)
Remote Status: Remote Solely

🚀 Role Summary

Primary Role: Serve as the primary escalation point for complex technical support cases related to our Salesforce and web-based solutions.
Key Responsibilities: Perform in-depth root cause analysis, collaborate cross-functionally, drive product improvements, and mentor junior engineers.
Impact: Directly influence product reliability, customer satisfaction, and support engineering processes.

📝 Enhancement Note: This role combines technical problem-solving, customer support, and process improvement, making it an excellent fit for a proactive and detail-oriented web professional looking to expand into higher-level engineering or leadership roles.

💻 Primary Responsibilities

🔎 Troubleshoot & Analyze: Perform in-depth root cause analysis through log review, code debugging, production environment replication, and cross-functional troubleshooting.
🔄 Collaborate & Communicate: Act as a liaison between front-line Support, Engineering, Product, and other internal teams to resolve complex issues.
🌟 Improve & Prevent: Identify systemic issues, drive initiatives to prevent recurring problems, and contribute bug fixes or code improvements.
🎯 Prioritize & Mentor: Prioritize workload effectively, provide technical mentorship to junior engineers, and assist in onboarding new team members.
📚 Lead & Learn: Lead post-mortem efforts, ensure appropriate lessons learned are shared and implemented, and stay updated with new technologies.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: 3+ years of experience with customer technical support or software engineering, with at least 1 year handling escalated or complex technical cases.

Required Skills:

Proven ability to read and debug enterprise codebases in Apex, JavaScript, Node.js, Angular, or similar web development stacks.
Understanding of Salesforce platform architecture, APIs, and common development patterns.
Experience debugging distributed systems and web applications, including backend services, frontend issues, and API integrations.
Excellent problem-solving and analytical skills, with a proactive approach to identifying and resolving complex software issues.
Outstanding oral and written communication skills, including the ability to explain technical concepts clearly to both technical and non-technical audiences.
Strong time management, prioritization, and organizational skills with a proven track record in remote work environments.

Preferred Skills:

Salesforce Developer Certifications, such as Platform Developer I/II, JavaScript Developer I, or AI Associate/Specialist.
Experience contributing directly to codebases and fixing production-level issues.
Salesforce Certifications, with a preference for Developer-related certifications (AI Specialist, JavaScript, Platform App Builder, or Platform Developer).

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong understanding of Salesforce platform architecture and web development technologies through relevant projects.
Showcase problem-solving skills and experience with debugging and root cause analysis in a web development context.
Highlight any experience with customer support, technical writing, or mentoring junior engineers.

Technical Documentation:

Provide examples of technical documentation, including code comments, API usage, and system design explanations.
Include any process improvement initiatives or post-mortem reports demonstrating your ability to drive systemic changes.

📝 Enhancement Note: Given the focus on customer support and technical problem-solving, your portfolio should emphasize real-world issue resolution, code debugging, and process improvement case studies.

💵 Compensation & Benefits

Salary Range: $65,000 - $75,000 USD per year (Based on AI salary estimation for mid-level technical support roles in the US)

Benefits:

An incredible team of smart and supportive people
A deep feeling of satisfaction and completion
Fully remote global team working from home
Stock options for every employee
Flexible work week
$400 office stipend
Maternity/Paternity leave
Student loan debt assistance
Pledge 1% - time off during the year for helping nonprofits
Health insurance contribution (if in the US)
Children's 529 college fund assistance (if in the US)

Working Hours: 40 hours per week, with flexible scheduling to accommodate time zones and maintenance windows.

📝 Enhancement Note: The salary range is based on AI salary estimation for mid-level technical support roles in the US. Actual salary may vary based on experience, skills, and market conditions.

🎯 Team & Company Context

Company Culture:

Industry: Enterprise Software, focusing on Salesforce app development and integration.
Company Size: Small to Medium (20-50 employees)
Founded: Not specified (Based on company description)
Team Structure: Flat hierarchy with a focus on collaboration and autonomy. The team consists of experienced professionals with deep expertise in their respective roles.
Development Methodology: Agile/Scrum methodologies, with a focus on continuous refinement and improvement.

Company Website: Blackthorn.io

📝 Enhancement Note: Blackthorn.io is a growing, distributed team with teammates in countries across the world. They prioritize autonomy, connection, and challenge, aiming to provide a deep level of satisfaction and meaningful work to their employees.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Level Technical Support Engineer, with opportunities for growth into higher-level engineering or leadership roles.

Reporting Structure: This role reports directly to the Engineering Manager and works closely with various teams, including Support, Engineering, Product, and other internal teams.

Technical Impact: Directly influence product reliability, customer satisfaction, and support engineering processes through technical problem-solving, process improvement, and mentoring.

Growth Opportunities:

Technical Growth: Expand your skills in Salesforce development, web development technologies, and debugging techniques.
Leadership Growth: Develop your leadership skills through mentoring junior engineers, driving process improvements, and collaborating with cross-functional teams.
Architecture & Design: Contribute to architectural decisions and system design, expanding your influence on the technical direction of the company's products.

📝 Enhancement Note: This role offers significant growth potential, allowing you to expand your technical skills, leadership abilities, and architectural influence within the company's products.

🌐 Work Environment

Office Type: Fully remote, with a global team working from home.

Office Location(s): Remote work is available for residents of specific US states only (AZ, CA, CO, FL, GA, IL, KY, MD, MI, MN, MO, MT, NC, NH, NJ, NY, OH, PA, SC, SD, TX, VA, WA, and WI).

Workspace Context:

Remote Collaboration: Leverage collaboration tools and platforms to work effectively with a global team.
Work-Life Balance: Enjoy a flexible work week and the freedom to manage your time effectively in a remote work environment.
Company Retreats: Participate in annual company trips to foster team connection and camaraderie.

Work Schedule: Flexible scheduling to accommodate time zones and maintenance windows, with a focus on delivering exceptional customer outcomes.

📝 Enhancement Note: Blackthorn.io prioritizes work-life balance, collaboration, and connection, offering a flexible and supportive work environment for remote professionals.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief call to assess your communication skills and technical background.
Technical Assessment: A hands-on assessment of your problem-solving skills, debugging techniques, and understanding of Salesforce and web development technologies.
Behavioral Interview: A discussion of your approach to customer support, process improvement, and collaboration with cross-functional teams.
Final Interview: A conversation with the Engineering Manager to assess your fit for the role and the company culture.

Portfolio Review Tips:

Highlight your problem-solving skills and experience with debugging and root cause analysis in a web development context.
Showcase any experience with customer support, technical writing, or mentoring junior engineers.
Include examples of process improvement initiatives or post-mortem reports demonstrating your ability to drive systemic changes.

Technical Challenge Preparation:

Brush up on your Salesforce platform architecture, API, and development pattern knowledge.
Practice debugging and root cause analysis techniques using web development technologies such as Apex, JavaScript, Node.js, and Angular.
Familiarize yourself with the company's products and understand their unique value proposition in the enterprise software market.

ATS Keywords: (Organized by category)

Programming Languages: Apex, JavaScript, Node.js, Angular, HTML, CSS
Web Frameworks: Not specified
Server Technologies: Salesforce, REST, SOAP
Databases: Salesforce, Not specified
Tools: Jira, Confluence, Not specified
Methodologies: Agile, Scrum, Not specified
Soft Skills: Problem-solving, Analytical, Communication, Collaboration, Customer Support, Mentoring
Industry Terms: Salesforce, Technical Support, Customer Support, Web Development, Debugging, Root Cause Analysis

📝 Enhancement Note: Focus on demonstrating your problem-solving skills, technical proficiency, and customer support experience throughout the interview process.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

Angular (Preferred)
HTML, CSS

Backend & Server Technologies:

Salesforce (Core Platform)
Apex (Salesforce's proprietary programming language)
REST, SOAP (API Integration)

Development & DevOps Tools:

Jira (Issue Tracking)
Confluence (Collaboration)
Not specified (Additional tools may be used)

📝 Enhancement Note: The technology stack is focused on Salesforce development and integration, with a strong emphasis on web development technologies such as Angular, Apex, JavaScript, and Node.js.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Prioritize customer satisfaction and deliver exceptional support to resolve complex technical issues.
Technical Excellence: Demonstrate deep technical acumen and a proactive mindset in driving product reliability and process improvement.
Collaboration: Work effectively with cross-functional teams, including Support, Engineering, Product, and other internal teams, to resolve complex issues and drive systemic changes.
Proactivity: Anticipate and address potential issues proactively, minimizing downtime and maximizing customer satisfaction.

Collaboration Style:

Cross-Functional Integration: Work closely with various teams to resolve complex issues, drive product improvements, and ensure customer satisfaction.
Code Review Culture: Collaborate with engineers to review and contribute to codebases, fixing production-level issues and driving process improvements.
Knowledge Sharing: Share technical expertise and best practices with junior engineers and other team members to foster a culture of continuous learning and improvement.

📝 Enhancement Note: Blackthorn.io prioritizes collaboration, customer focus, and technical excellence, fostering a culture of continuous learning, improvement, and customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Troubleshoot and resolve complex technical issues related to Salesforce and web-based solutions, often requiring cross-functional collaboration and root cause analysis.
Systemic Issue Identification: Identify and address systemic issues proactively, driving initiatives to prevent recurring problems and improve product reliability.
Emerging Technologies: Stay updated with new Salesforce features, web development technologies, and industry best practices, continuously expanding your technical skillset.

Learning & Development Opportunities:

Technical Skill Development: Expand your expertise in Salesforce development, web development technologies, and debugging techniques through hands-on experience and continuous learning.
Leadership Development: Develop your leadership skills through mentoring junior engineers, driving process improvements, and collaborating with cross-functional teams.
Architecture & Design: Contribute to architectural decisions and system design, expanding your influence on the technical direction of the company's products.

📝 Enhancement Note: This role offers significant technical challenges and growth opportunities, allowing you to expand your skills, leadership abilities, and architectural influence within the company's products.

💡 Interview Preparation

Technical Questions:

Salesforce Architecture: Demonstrate your understanding of Salesforce platform architecture, APIs, and common development patterns.
Web Development Technologies: Showcase your proficiency in debugging and root cause analysis using web development technologies such as Apex, JavaScript, Node.js, and Angular.
Problem-Solving: Present real-world examples of complex issue resolution, systemic issue identification, and process improvement initiatives.

Company & Culture Questions:

Customer Focus: Explain how you prioritize customer satisfaction and deliver exceptional support in resolving complex technical issues.
Collaboration: Describe your experience working with cross-functional teams and driving systemic changes to improve product reliability and customer satisfaction.
Proactivity: Discuss your approach to anticipating and addressing potential issues proactively, minimizing downtime and maximizing customer satisfaction.

Portfolio Presentation Strategy:

Problem-Solving Case Studies: Highlight your problem-solving skills and experience with debugging and root cause analysis in a web development context.
Process Improvement Initiatives: Include examples of process improvement initiatives or post-mortem reports demonstrating your ability to drive systemic changes.
Technical Documentation: Showcase your technical documentation, including code comments, API usage, and system design explanations, to demonstrate your ability to contribute to codebases and fix production-level issues.

📝 Enhancement Note: Focus on demonstrating your problem-solving skills, technical proficiency, and customer support experience throughout the interview process, highlighting real-world examples and technical documentation to showcase your abilities.

📌 Application Steps

To apply for this Technical Support Engineer position:

Customize Your Application: Tailor your resume and cover letter to highlight your problem-solving skills, technical proficiency, and customer support experience.
Prepare for Technical Assessment: Brush up on your Salesforce platform architecture, API, and development pattern knowledge, and practice debugging and root cause analysis techniques using web development technologies such as Apex, JavaScript, Node.js, and Angular.
Research the Company: Familiarize yourself with Blackthorn.io's products, unique value proposition, and company culture to demonstrate your fit for the role and the organization.
Prepare for Behavioral Interview: Reflect on your approach to customer support, process improvement, and collaboration with cross-functional teams, and be ready to discuss your experiences and strategies.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer