About the job
About Us
Suger is a pioneering platform that empowers B2B software companies to optimize their sales through major cloud marketplaces like AWS, Azure, GCP, Oracle, Alibaba, and Snowflake, which are rapidly becoming leading channels for enterprise sales.
Marketplace sales involve intricate operational challenges, including pricing, contracting, billing, revenue recognition, and compliance across various cloud providers. Suger simplifies these complexities with its API-first revenue platform, facilitating seamless quote-to-cash and marketplace workflows at scale.
Since our inception in 2022, we have partnered with over 250 B2B clients, from industry giants like Snowflake and Intel to dynamic startups such as Glean and Vanta. As a Series A company, we are proudly backed by Threshold VC, Craft Ventures, Intel Capital, and Y Combinator.
As a Customer Support Engineer, you will serve as a vital link between our clients and our product and engineering teams. When our customers encounter challenges, you will be their first point of contact, dedicated to ensuring their issues are addressed effectively.
This role differs from that of a Customer Success Manager. While the CSM focuses on guiding customers to leverage Suger's features for optimal outcomes, the Customer Support Engineer takes ownership of the reactive side of support: identifying issues, gaining a clear understanding, escalating with appropriate context, and ensuring resolution for the customer.
Your work will predominantly involve communication—interacting with customers, engineers, and the product team. While coding is not a requirement, a solid understanding of technical products is essential for asking insightful questions and translating customer challenges into actionable tasks for our engineers.
We operate in a hybrid model, with employees spending four days a week in our Downtown Vancouver office.