The opportunity
We're hiring our first technical support engineer at Marker.io.
This is the perfect role for a junior developer who wants to learn how a real SaaS product works. You'll start by helping customers, which means you'll understand every feature, every edge case, and every integration. Then you'll go deeper: reading the codebase, debugging issues, and eventually shipping your own fixes.
Most junior dev roles throw you into a codebase with little context. This one gives you the full picture first: customers, product, and code.
About Marker.io
Marker.io launched in 2016, founded by three friends with digital agency backgrounds who saw how painful it was to collect website feedback. We built a better way.
Today we're a team of 10, serving 3,000+ companies worldwide. Our HQ is in Brussels, but most of the team works remotely across Europe and the US.
We help digital teams deliver and maintain flawless websites. We're now expanding the core product into proactive website monitoring and adding AI capabilities to each part of the app.
Your role at Marker.io
Support operations
- Handle a weekly volume of 50 tickets as the first line of defense
- Quickly resolve customer issues: browser caching, integration reconnections, trial extensions
- Use browser developer tools (Console/Network tab) to reproduce bugs and identify root causes
- Prioritize high-value trials and Enterprise clients for white-glove service
Live support & technical consulting
- Initiate calls to debug issues live or de-escalate frustration face-to-face
- Join sales calls with prospects as the technical expert (features onboarding, integrations workflows, âŠ)
- Supervise AI-drafted responses (~60% of simple questions) and ensure customers feel heard
Knowledge base
- Identify recurring issues and write documentation to prevent them
- Build and maintain our support knowledge base
- Document feature requests and context in Canny to help inform future development
- Share customer insights with product and engineering to improve the product
- Help improve our Intercom Fin CX score by suggesting updates to knowledge base articles that power automated responses
Code contributions & bug fixing
- Don't just report bugs, fix them. You'll have access to our codebase
- Open Pull Requests for small bugs, UI polish items
- Work with the Engineering team to review your code and improve your development skills
Who you are
- Technical problem-solver. You dig into code to understand why things break. You don't stop at "it's a bug", you find the root cause.
- Customer-first mindset. You genuinely care about helping people. You handle frustration with empathy and turn unhappy customers into advocates.
- Strong communicator. You explain technical concepts (APIs, Webhooks) to non-technical users simply, whether via email or live calls.
- Autonomous and proactive. You don't wait to be told what to fix. If you see a recurring issue, you take action to stop it from happening again.
- Detective instincts. You're comfortable using the Browser Console and Network Tab to debug errors. You know what a 404 or 500 error means and how to investigate it.
- Finisher. You follow through until problems are truly solved, not just acknowledged.
How we work
- Customer-first, always. You'll talk to users every day. Understanding their needs and solving their problems is at the heart of everything you do.
- Fast resolution, continuous improvement. Most tickets get resolved within hours, not days. When you spot patterns, you document and prevent them.
- Minimal meetings. One daily standup, one weekly sync. The rest of your time is yours to manage your support tickets and code contributions.
- Direct access to founders and engineering. You'll work alongside the people building the product. Your customer insights shape what we build next.
Our stack
- Tools: Intercom, Linear, FullStory, Notion, GitHub
- Languages: TypeScript, JavaScript, Node.js
- Frontend: Vue.js, Vite, Tailwind
- Database: MongoDB, Postgres
- Infrastructure: AWS, Docker
What success looks like
First 30 days: Own the support queue independently, ship your first code fix, build relationships with engineering.
First 90 days: Fully up to speed on the product and codebase. You know every integration, have documented common issues, and regularly contribute code fixes alongside support work.
Location
Although our headquarters are in Brussels, Belgium, our team works across Ireland, the Netherlands, Poland, Spain, Slovenia, USA, and more.
This role is open to remote applicants across Latin America. Most of our customers are based in the US, so we're looking for someone who can cover US timezones (San Francisco to New York) while also having some overlap with our European team.
