Technical Support Engineer (US - Remote)

Mission – Why we exist, what we do, and why we need you SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi turn events into a company's most effective engagement channel. The Technical Support Engineer is the first line of defense and the first line of delight for our customers. Because events are high-stakes and often stressful to manage, our customers rely on our rapid response, and we have built our support model to match that urgency. As the primary link between event teams and our platform, you quickly become the face of SpotMe and Onomi: a trusted expert who solves real problems, guides customers with confidence, and protects the seamless execution of mission-critical events happening around the world. One thing makes this different from most support roles: an advisory board that fails at 08:30 cannot be fixed at 09:00. There is no backlog and no rollback. Whatever you can work out in the next ten minutes is the outcome the customer gets. The platform is wide. Our customers run events in person, online, and both at once, so a single week might take you from getting a remote speaker's camera and microphone working minutes before they go on stage, to working out why the video stutters only for the group joining from a hospital network, to finding out why a batch of registrations never reached a customer's CRM. They also build their own events on the platform, configuring their data, registration flows, agendas, permissions, and session content themselves. So you are rarely looking at one known system. You are looking at our platform as a specific customer assembled it, and working out whether the problem sits in the product, in the setup, in a system it connects to, or in the network or device in front of the attendee. This role blends technical problem solving, fast decision making, and empathetic communication. You will investigate real issues, reproduce them, create workarounds when no fix is available in time, and work closely with Engineering to keep our product experience at the highest standard. Support at SpotMe is part of Engineering. That gives you direct access to the people who build, fix, and test the product, and it is a large part of why we can move fast. You will not be routing tickets to someone who does the investigating. You will be the one investigating. As a Technical Support Engineer, you will join a highly skilled global team operating in a 24/7 "follow-the-sun" model, ensuring the most demanding customers receive immediate, high-quality assistance at all times. Objectives - The problems you will solve In your first month, you will: - Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams - Build strong working relationships within Support, Engineering, and Operations - Become fluent in our support workflows, tooling, and troubleshooting frameworks, and learn your way around the tools we use to see what actually happened during an event - Successfully manage 200+ real customer conversations across live chat and ticketing - Demonstrate clear, concise, and confident customer communication By the end of the month, you will independently manage 10+ live issues per day with precision and professionalism. In your first 3 months, you will: - Manage high-volume real-time chats (avg. 20/day but this can increase during peak seasons), maintaining a first response under 30 seconds - Meet and exceed satisfaction targets (>93% CSAT) - Analyze and reproduce product issues with strong technical reasoning, and narrow down a problem by testing what you thin