Support Engineer (CX)

About the role

Transcend is seeking a Support Engineer for our Customer Experience team to be a critical connector between our customers and our product. This role combines deep technical troubleshooting with clear, empathetic communication to ensure customers feel confident and supported at every step. By surfacing insights from day-to-day interactions, you’ll not only resolve immediate issues but also shape scalable improvements across our support function and product ecosystem.

This is a remote, Exempt, Full-Time position based in the United States. The successful candidate must have valid work authorization, as visa sponsorship is not available. Work hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. EST (Eastern Standard Time). This role reports directly to the Support Engineering Lead.

What you'll do

• Own the intake, triage, and routing of support requests for all product areas, ensuring timely initial and follow-up responses across customer channels—including email, Slack, Teams, and Intercom—in alignment with defined first response SLAs
• Conduct thorough troubleshooting of customer requests to identify root causes and deliver accurate responses or escalate with detailed insights to engineering teams
• Regularly review outstanding requests and tickets, coordinating next steps and driving timely resolution by either the customer or internal Transcend teams to ensure a smooth and efficient support experience
• Support monthly and quarterly Technical Check-Ins with customers by reviewing product configurations, identifying and documenting troubleshooting action items for follow-up, and applying your knowledge of Transcend’s full product suite to guide next steps
• Accurately document issues in ticketing systems while also providing detailed solutions in our internal knowledge center based on your participation in root cause analyses
• Contribute to key Support Engineering initiatives, developing a focus in select areas as assigned, based on team priorities and business needs, which may include:
  • Support reporting efforts by extracting and cleaning data from Support Engineering systems under defined reporting processes, ensuring accurate inputs for team metrics and trend analyses
  • Contribute to the development of customer self-service resources by helping to identify recurring issues and incorporating insights from both your own troubleshooting experience and the broader Support Engineering team
  • Support the development of internal playbooks designed to improve efficiency, consistency, and knowledge sharing across teams.

Who you are:

What you must have:

• You bring 3+ years of progressively advanced experience in a highly technical, customer-facing role – preferably as part of a SaaS company in the data privacy, cybersecurity, or compliance space.
• You have a Bachelor’s degree in Information Systems, Data Science, Computer Science, or a related field.
• You are able to work standard hours in Eastern Time (9am - 5pm ET), Monday through Friday.
• You are an excellent communicator with a knack for explaining complex, technical concepts to both technical and non-technical audiences.
• You excel at breaking down complex problems to determine a series of actions that can be taken to eliminate common scenarios or identify the root cause.
• You are resourceful in identifying solutions, whether through independent research or hands-on experimentation.
• You have an eagerness for constant self-directed learning and an ability to grasp new concepts and systems quickly.
• You thrive working with a high degree of autonomy in fast-paced, high-growth environments, with a willingness to “wear multiple hats” and embrace the necessary ambiguity to meet the dynamic needs of our business and customers.
• You are very comfortable with async and online methods of communication. Our team and customers are widely distributed, so the ability to clearly and thoughtfully communicate despite the space and time barriers is very important.
• You have strong proficiency in reading, writing, and debugging client-side and backend JavaScript (bonus points for TypeScript).
• You are comfortable creating simple custom scripts (e.g., in JavaScript, Python) ad-hoc.
• You have a working knowledge of HTML / CSS.
• You are highly capable in using and debugging REST and GraphQL APIs.
• You are experienced with and able to effectively use log monitoring tools like Datadog.
• You are familiar with ticketing systems like Linear, Asana, or Jira.

What you should have:

• Bonus points if you have experience working with AWS, Terraform, GCP, Azure, or related DevOps or Infrastructure experience.
• Bonus points if you have experience with helpdesk management systems, such as Intercom or Zendesk.

About Transcend

Transcend is building the privacy platform that easily embeds privacy into your entire tech stack. We are driven by the belief that engineering robust and accessible privacy rights is an essential and high-impact way to spend our time. To achieve this, we're building an ambitious and passionate team that enjoys tackling important future-focused problems. We're growing quickly, backed by top-tier investors including Accel, Index, 01A, StepStone Group, and HighlandX, and we are proud to serve some of the world's most iconic brands. Learn more on our Press Page.

Why Join Us

• Impactful Work: We believe that turning data privacy principles into exercisable human rights is one of the most high-impact ways to spend our time. You'll be at the forefront of building modern infrastructure and automation to address the rapidly growing privacy compliance landscape.
• Autonomy and Growth: You will have the trust and autonomy to drive initiatives from the start. As an early hire in a fast-growing startup, you'll have significant opportunities to help define and grow the organization, working on a wide array of exciting projects.
• Dynamic Environment: As the best-in-class solution in a new market, Transcend is a fast-paced workplace where the product evolves quickly to meet new client needs and adapt to advancing privacy law.
• Supportive Culture: The people at Transcend are driven, kind, and know how to balance work, life, and memes. We learn from each other and have a strong support system while having fun solving important problems.
• Commitment to Diversity and Equal Opportunity: We celebrate a diverse and inclusive workforce and consider all forms of diversity, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Our commitment ensures equitable employment opportunities, non-discrimination in all practices, and a workplace where every employee feels valued and respected. We also consider all qualified applicants with arrest and conviction records, as legally required. If you are enthusiastic about this role but feel your experience doesn't perfectly match every qualification, we strongly encourage you to apply.
• Benefits & Perks: Transcend employees enjoy a competitive compensation package and a comprehensive benefits program. We offer a comprehensive benefits program that includes flexible PTO, parental leave, a 401(k) match, and a competitive compensation packages that include employee equity. Learn more about our offerings here.

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