Support Engineer

Mercans·Remote

Pay not statedJunior levelFull-timeRemote

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About the role

The Support Engineer owns 2–3 named client accounts end-to-end, handling L1 and L2 complexity. This role works in partnership with AI (which handles initial triage and suggests resolutions) and with the L3 team (which takes over deep technical investigations). They participate in shift rotation for 24/7 coverage, with AI agents handling initial triage and low-complexity resolutions around the clock.

What you'll do

Own all support tickets for designated clients from creation through resolution at L1–L2 complexity
Develop deep expertise in each client's product configuration, integrations, payroll rules, and country-specific compliance
Attend MBRs/QBRs for assigned clients, presenting ticket trends, root cause themes, and improvement actions
Maintain client artifacts: wage type catalogs, data dictionaries, and configuration guides
Engage BAU team members for country-specific payroll expertise while retaining full ticket ownership