Dispatch · 23 hours ago
Technical Support Engineer
Boston, MA - Hybrid
Full-time
Hybrid
Entry, Mid Level
$75K/yr - $100K/yr
2+ years expDispatch is redefining home and field service experiences through a modern platform. The Technical Support Engineer will act as a key technical advisor for enterprise customers, ensuring effective deployment and usage of Dispatch solutions while resolving technical issues and guiding customers through the service process.
Developer APIsEnterprise SoftwareSaaSSoftware
Responsibilities
Develop a deep understanding of the customer journey and how Dispatch solution fits into it
Learn all of the Dispatch products functionally, and understand the architecture and technical tools needed to help analyze and triage issues as they arise
Keep up a constant knowledge of Dispatch product modules, as well as the ongoing release, enhancement, and additions
Communicate with users, IT, and/or Engineering representatives at Customer Account on integration-related topics with products (e.g., Salesforce, QuickBooks Online)
Advise both customers and internal teams (especially Customer Success) on the deployment of new Dispatch capabilities, solution roadmap for the Customer, and provide guidance throughout such deployment
Serve as an escalation point and help Technical Support triage problems
Work well under pressure, helping to track issues as they are triaged and then pass through the bug life cycle process within Dispatch
Recommend changes to maximize the efficient and timely resolution of issues
Provide technical support to customers and partners, interacting with Engineering, Dev-Operations, and cross-functional management regularly on high-profile technical issues
Establish strong working relationships both within the Customer Operations team and throughout the Product and Engineering teams and Professional Services
Qualification
Required
A technical solutions consultant and/or technical support guru with 2+ years of experience at a software company (preferably SaaS) supporting higher-tier technical issues including complex escalations, integrations, and customer specific configurations
Patient, methodical, and structured with how you tackle issues and go about problem-solving
Able to understand Customer's business needs/process and translate them into technical requirements/solutions, and vice versa
Skilled at writing feature requests or bug tickets for our product and engineering teams
Comfortable engaging with Customers, both Enterprise Accounts and their network of Solution Providers, to help further triage issues
Proactive in your communication style, open to raising and escalating issues internally where necessary
Strong problem solving instincts - you enjoy digging deep to understand the 'why,' not just applying surface-level fixes
Self-driven, focused on measurable results and productivity
Excited to thrive in a fast-paced, results-driven, start-up culture that expects phenomenal things every day
Knowledge of SQL/Relational Databases
Read and write JSON. Plus an understanding of JSON and web services based API's
Basic understanding of Networking protocols such as DNS, SSH, HTTPS, SFTP
Experience supporting applications in the cloud
Comfort leveraging AI tools at both an operational and administrative level
Hands-on experience with making REST API calls and experience with Postman
Lead and debug application logs to determine root cause and remedy when appropriate
Understanding of how web based programs, and mobile apps function
Understanding of data transformation practices
Strong leadership, teamwork, communication & cross-group collaboration skills
Willingness to learn new technologies and engage with product issues at a detailed level
Project management skills: ability to coordinate competing tasks and manage multiple priorities
Excellent written and verbal communication, and presentation skills
Keen attention to detail and adherence to deadlines
Preferred
Salesforce experience required; admin-level experience and/or Salesforce certifications strongly preferred
Hands-on experience with Python
Hands-on experience with log analysis tools such as Loggly and AWS Cloudwatch, or similar analysis tools
Benefits
Generous medical, dental, and vision package with 90% covered by us!
Paid parental leave
401k with company match
Company sponsored Life Insurance coverage, short term disability, long term disability
Wellness and adventure fund
Monthly personal uber credits
Unlimited Paid Time Off (PTO) package
9 company Holidays
Flexible work schedule
Company
Dispatch
Dispatch is the operating system that empowers modern service experiences for the world’s largest service brands.
51-200 employees
H1B Sponsorship
Dispatch has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
$18.1MKey Investors
Vista Equity PartnersGrandBanks CapitalCSC Upshot
2018-09-17Corporate Round
2017-06-14Series A· $12M
2016-03-21Seed
Leadership Team
David Morland
Chief Financial Officer
Recent News
2025-09-30
BizTimes Milwaukee
2025-04-08
Company data provided by crunchbase