Technical Support Engineer, Austin

Who Are We?

Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster.

The company is headquartered in San Francisco and has offices in Boston, New York, Austin, Tokyo, London, and Bangalore - where Postman was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on X via @getpostman.

P.S: We highly recommend reading

The "API-First World" graphic novel

to understand the bigger picture and our vision at Postman.

The Opportunity

We seek a Technical Support Engineer to join our team and deliver excellent service for a leading global SaaS company with millions of users. You will engage with customers, both technical and non-technical, on a personal level, across multiple support channels—including phone support. Familiarity with key languages like JavaScript, Node.js, and PHP is highly valued. Don't hesitate to apply even if you don't meet all the requirements—we welcome applicants from diverse backgrounds, including those without customer-facing experience.

Location Requirement

This Role Is Open To Candidates Based In

Austin, TX

or

New York, NY

.

Timezone Alignment

This Role Is Aligned To

US Eastern Time (ET)

.

What You’ll Do

Becoming a technical expert on the Postman platform

Taking ownership of customer reported issues and seeing problems through to resolution

Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues

Working with engineering, product, and customer teams to ensure speedy resolution

Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users

Contributing to our FAQs, which serve as our customer’s knowledge base

Interacting with Postman's developer community of 15 million+ via our support channels, our public Github issue tracker and the community

Achieving key metrics around CSAT, responsiveness, and # of iterations to a successful resolution

Providing real-time customer support via phone (and/or screen-sharing when appropriate), including triage, troubleshooting, escalation coordination, and clear follow-ups in writing

Participating in weekend coverage to support customers outside of standard weekday hours, ensuring consistent responsiveness and handoffs across a globally distributed team

About You

2+ years of experience doing technical product support for a modern / SaaS product

Previous experience with API Development / SaaS products

Excellent client-facing skills

Excellent written and verbal communication skills

Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences

Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works

Able to work asynchronously with a globally-distributed team

Familiarity with support platforms like Jira, Github, and Confluence

Comfortable providing customer support over the phone, including explaining technical concepts live, guiding troubleshooting steps, and maintaining a calm, structured approach during high-urgency issues

Able to work standard hours aligned to US Eastern Time (ET)

Participate in weekend coverage as part of the role (via a rotating schedule or shifted week); timing and frequency may evolve as the team grows

The reasonably estimated base salary for this role ranges from $67,400 to $91,000, plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience.

What Else?

In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Along with that, our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves.

At Postman, we embrace a hybrid work model. For all roles based out of San Francisco Bay Area, Boston, Austin, Tokyo, Bangalore, Hyderabad, London, and New York, employees are expected to come into the office 3-days a week. We were thoughtful in our approach which is based on balancing flexibility and collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our hybrid office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom.

Our Values

At Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

Equal Opportunity

Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.