Customer Support Engineer

We, at Octopods, are a small, sharp-focused and deliberate team. Weve been running since 2019 — bootstrapped, and profitable. Our products are used by thousands of companies all over the world and were a certified Intercom and HubSpot Technology Partner.

We built Octopods (and recently Interhubz & Backreply) to connect businesses to the most popular messaging channels (WhatsApp, Twitter, Facebook, etc) out there — with more products on the way. We currently support Intercom and HubSpot, and well be adding Zendesk as our newest provider this year. We started small, and we want to keep staying small, bootstrapped, and very profitable. But we do dream big, and we have plenty of big plans ahead.

We want to tackle our next set of exciting challenges in the next years to come and this is where YOU come in the picture, we want your help for us to do so. We are open, kind, inclusive and forward thinking. You will find zero of the big tech co bureaucracies or politics. We care about hard work, conscientiousness, genuine curiosity, and taking ownership of what you do. We hold ourselves to a high bar, and we expect the same from anyone who joins us.

Aboute the role

We are looking for a Customer Support Engineer to join our small distributed team. Youll work closely with Tarek (co-founder & CEO) day-to-day as well as our engineering team. You must be able to work between 10:00 - 19:00 UTC+2 Eastern European Time (EET).

This role is technical-first. You own customer relationships end-to-end as in the full lifecycle. That means:

• Handling support requests and investigating bugs (reading logs, identifying errors, reproducing issues)
• Jumping on calls with customers to troubleshoot issues, walk through solutions, or understand their setup
• Writing clear, structured replies to customers who may not be technical
• Building automations with tools like Zapier and Make.com
• Writing scripts to process data or automate repetitive tasks
• Onboarding new customers and running product training sessions
• Feeding product insights back to the team based on what youre seeing from customers
• Managing ongoing customer health. Regular check-ins, usage insights, spotting problems early

Technical skills:

• You can troubleshoot real problems. Given a set of logs or an error trace, you know how to narrow down whats happening, check the relevant documentation, and either fix the issue or write up a clear diagnosis for engineering. You dont just forward the error to someone else.
• You understand how SaaS systems talk to each other. APIs, webhooks, authentication flows, rate limits. Youve worked with these enough that you can read API docs for a tool youve never used and figure out whats going on.
• You can build automations using tools like Zapier, Make.com, or similar platforms. This is not just simple zaps, but multi-step workflows that handle real business logic.
• You can write scripts when a tool doesnt exist for what you need. The language doesnt matter much. What matters is that when you hit a problem that requires code — cleaning data, automating a repetitive task, testing an API. You can write something that works rather than stopping and waiting for an engineer.

How you work matters more than what you know:

• You tackle problems without being pushed. You dont wait for permission or need chasing.
• You communicate clearly and concisely, in writing and verbally. You get to the point.
• You genuinely care about the person on the other end — whether thats a frustrated customer or a busy teammate.
• You say what you think. Youre comfortable disagreeing respectfully.
• You separate symptoms from root causes. You prioritize based on evidence, not whos loudest.
• Youre curious. You learn new tools and systems on your own because you want to understand how things work.

Requirements:

• Based in Philippines
• Fluent in English, written and spoken
• Comfortable working async and remote — youll manage your own time and communicate proactively in writing
• Some experience in technical support, customer success, or a similar role at a software company

About pay & benefits:

• 100% remote
• $1,200 – $1,800/month USD
• Quarterly bonus based on business & person performance
• No middle managers, no bureaucracy
• Small team, direct ownership of your work

How to apply:

https://tally.so/r/QKRWk1

Well ask for a short form and a 90-second video explaining a technical concept in plain English. No prep needed beyond picking a concept you understand well. Well review applications and get back to you within a few days.